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Service Description: Data Center Optimization Services
This document describes the Data Center Optimization
Services.
Data Center Optimization Services
Related Documents: This document should be read in
conjunction with the following documents also posted at
www.cisco.com/go/servicedescriptions/ : (1) Glossary of
Terms; (2) List of Services Not Covered; and (3) Severity and
Escalation Guidelines. All capitalized terms in this description
have the meaning ascribed to them in the Glossary of Terms.
Direct Sale from Cisco. If you have purchased these Services
directly from Cisco, this document is incorporated into your
Master Services Agreement (MSA), Advanced Services
Agreement (ASA), or equivalent services agreement executed
between you and Cisco. All capitalized terms not defined in the
Supplemental Glossary of Terms for Data Center Optimization
Services at the end of this document have the meaning
ascribed in the MSA or equivalent services agreement
executed between you and Cisco. If not already covered in
your MSA or equivalent services agreement, this document
should be read in conjunction with the Related Documents
identified above. In the event of a conflict between this Service
Description and your MSA or equivalent services agreement,
this Service Description shall govern.
Services Summary
Data Center Optimization Service includes service areas of
Data Center Architecture and Virtualization, Cloud, Data
Virtualization (DV), Desktop Virtualization, Data Center Unified
Computing Data Center Unified Networking Services, Data
Center Unified Fabric, and Data Center Storage, OpenStack,
Application Centric Infrastructure (ACI) and Cloud Onboarding.
Data Center Optimization Services provide annual, ongoing
support for Customer data center architecture and
virtualization, Unified Computing, application network solutions,
Storage Area Networking (SAN), and Data Center (“DC”)
switching, addressing the following:
•
•
•
Sale via Cisco Authorized Reseller. If you have purchased
these Services through a Cisco Authorized Reseller, this
document is for description purposes only; is not a contract
between you and Cisco. The contract, if any, governing the
provision of this Service will be the one between you and your
Cisco Authorized Reseller. Your Cisco Authorized Reseller
should provide this document to you, or you can obtain a copy
of this and other Cisco service descriptions at
www.cisco.com/go/servicedescriptions/.
This Data Center Optimization Service is intended to
supplement a current support agreement for Cisco products
and is only available where all Product(s) in Customer’s
Network is supported through a minimum of core services such
as Cisco’s SMARTnet and Software Application Services, as
applicable. Cisco shall provide the Data Center Optimization
Service described below as selected and detailed on the
Purchase Order for which Cisco has been paid the appropriate
fee. Cisco shall provide a Quote for Services (“Quote”),
identifying the various service elements with the corresponding
SKU as shown in Appendix A, setting out the extent of the
Services and duration that Cisco shall provide such Services.
Cisco shall receive a Purchase Order that references the
Quote agreed between the parties and that, additionally,
acknowledges and agrees to the terms contained therein.
•
•
•
DC Layer 4 – Layer 7 (L4/7): all Cisco Content devices:
(CSS, GSS, CSM, SSLM, FWSM, ACE, AXG etc.)
DC Caching devices: all Content Distribution modules (eg.
ACNS, eCDS), all Wide Area File Services and Devices
(eg. WAE, MDE, vWAAS, ISR, WAVE, etc.)
DC Server Networking: Unified Computing Systems, UCS
Director and Server Virtualization
DC Nexus Family of Switches (7000, 5000, 3000, 2000,
1000v)
DC Storage Area Network: all Cisco SAN Switches (eg.
MDS 9120/40, 9020, 9506, 9509, 9513 etc.)
Cisco Information Server (CIS)
Data Center Optimization - General Support
Data Center Improvement Plan
Ongoing Design support
Ongoing Software support
Ongoing Support and Project Management Support
Prepare and Present Quarterly Business Review
Proactive Software Recommendation Report
Remote Knowledge Transfer Sessions
Scheduled Change Support
Test Plan Review
Validation and Test Cycle standard
Data Center Strategy and Architecture Service
Data Center Virtualization Architecture Assessment
Data Center Virtualization Design Review
Application Migration Planning Review
Architecture Value Analysis
Architecture Acceleration Assessment
IPv6 Architecture and Design Review
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IPv6 Device Assessment
Security Assessment for Secure Cloud and DC Network
Devices
Security Strategy Planning Support for Secure Cloud and DC
Security Assessment for Secure Cloud and DC
Data Center Security Posture Assessment
On Site Residency
Cloud Optimization
Cloud Technology Architecture Assessment
Cloud Management Automation Assessment
Data Virtualization Optimization
Data Virtualization Architecture Review
CIS Site and Systems Administration Support
Data Virtualization Health Check
Data Virtualization Upgrade Assessment/Support
Data Virtualization On Site Residency
Desktop Virtualization Optimization
Desktop Virtualization Systems Assessment
Desktop Virtualization Architecture Review
Desktop Virtualization Operations Audit
Ongoing Desktop Virtualization Design Support
Data Center Unified Computing Optimization
UCS Architecture Assessment
UCS Configuration and Performance Audit
UCS Disaster Recovery Review
UCS Leading Practices Audit
Application Dependency Mapping
Onsite Unified Computing Consulting Support
UCS Health Check
Nexus1000v Health Check
UCS Operational Enhancement Assessment
UCS System Integration Support
UCS SAP HANA Heath Check
UCS Application Workshop
Nexus Architecture Review
Nexus Advanced Feature Assessment
Nexus Fiber Channel over Ethernet (“FCoE”) Support
Nexus security assessment
Nexus Business Continuance Review
Nexus Advanced Feature Assessment
Nexus Virtualization Design Review
Nexus Health Check
Onsite Nexus Consulting Support (EMEAR and APAC)
SAN Optimization Services
SAN Assessment
SAN Architecture Review
Test Plan Review
SAN Health Check
Storage Capacity & Impact Analysis
Data Migration
FCoE Support
FICON Support
SAN Management & Monitoring
SAN Extension (FCIP, DWDM, IOA)
SAN Assessment Service for Brocade displacement
Cisco Data Center Modular Knowledge Service
Cisco Data Services for Operations Enablement
Operations Audit
Management Solution Architecture Review
Operations Support Planning
Instrumentation Audit
Data Center Resiliency Analysis
Management Software upgrade Support (Minor and Major)
Operational process or runbook update
ITSM Residency
Cisco Data Center Intelligent Automation Services
Upgrade Assessment and Support
Site and Systems Administration Support
Ongoing Support
Cisco Intelligent Automation for Cloud
Data Center Unified Networking (ACE, WAAS) Services
Optimization
UNS Network Assessment
UNS Architecture Review
Application Security Assessment
CSS/CSM/SSLM to ACE migration report
Ongoing WAAS Mobil support
ACNS to eCDS migration support
WAAS Configuration Audit
WAAS Health Check
Data Center Unified Fabric (Nexus) Optimization
Upgrade Assessment and Support
Site and Systems Administration Support
Day 2 Custom Workflow Support
Ongoing Support
Cisco Network Operations Automation Services
Workshop
Upgrade Assessment and Support
Site and Systems Administration Support
Ongoing Support
Custom Design Day 2 Reactive Support
Prepare & Present QBR
Nexus Network Assessment
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Cisco Workload Automation Services
o
Assessment
Upgrade Assessment and Support
Site and Systems Administration Support
Ongoing Support
Custom Design Day 2 Reactive Support
o
Connected Grid Energy Optimization Service (“EOS”)
Discovery and Information Gathering
Energy Management Assessment
Energy Management Support and Knowledge Transfer
o
o
Cloud Onboarding Automation Factory
Ongoing Service and Project Management Support
Knowledge Transfer
Usage of Automated Workload Migration Toolset
Ongoing Tool Support
Migration Support
Systems Integration Support
Participate in regular visits to the Customer either via
phone, email or in-person to review proactive deliverables
and activities and to plan for next quarter. In-person visits
not to exceed eight (8) days in aggregate. Additional visits
will be mutually agreed at Cisco’s then-current travel and
labor rates.
Participate in periodic conference calls (usually weekly) to
review Customer’s data center status, planning and the
Services being provided.
Monitor a Customer-specific Cisco email alias to facilitate
communication with primary Advanced Services Engineer
as well as the engineers on the Cisco’s Data Center team.
Make collaboration tools available for the purposes of
(including but not limited to): hosting meetings, managing
documentation, instant messaging, desktop sharing, and
collaborative spaces.
The quantity of any reporting and efforts for ongoing activities
described herein will vary depending on Customer
requirements and what Customer and Cisco mutually agree
upon when Services are purchased as identified in the Quote
provided by Cisco.
OpenStack Optimization Services
Ongoing Design Support
Day 2 Custom Workflow Support
o
Application
Services
Centric
Infrastructure
(ACI)
Optimization
Application Centric Infrastructure (ACI) Day 2 Reactive Custom
Workflow Support
Provide informal support for incremental changes to the
Data Center or architecture.
Ongoing Software Support
o
SAP HANA Optimization
Provide informal support for incremental changes to
device configuration or architecture.
SAP HANA Optimization
Scheduled Change Support
Data Center HyperFlex Services
o
HyperFlex Architecture Assessment
HyperFlex Configuration and Performance Audit
HyperFlex Leading Practices Audit
HyperFlex Consultant Support
HyperFlex Health Check
Cisco Responsibilities
Cisco shall provide services for the Customer’s data center
during Standard Business Hours (unless stated otherwise).
Cisco shall provide the following General Support provisions
across all the activities described below as selected by
Customer:
•
•
Provide a remote resource for critical scheduled changes.
Cisco will make available, upon receipt of not less than
twenty-one (21) days prior written request to Cisco by
Customer, a designated support contact person who will
be available to consult with Customer in major Network
service changes (i.e. major Hardware upgrade(s), major
site installation(s) or major configuration changes).
Customer agrees to submit a detailed request and
schedule to Cisco prior to any such activity, which may
include:
Collaboration with Customer to evaluate the potential
impact of the proposed changes
review the implementation procedures remote assistance
for Customer to resolve problems with Network changes
during a major activity to the production Network
Proactive Software Recommendation Report
Data Center Optimization - General Support
Designate an engineer (“Advanced Services Engineer”) to act
as the primary interface with Customer for its data center
optimization service delivery.
o
Cisco will consult with Customer via a series of meetings
to develop a thorough understanding of Customer’s
Software management requirements and practices such
as standards, migration triggers, and implementation
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methodologies. The Proactive Software Recommendation
Report will contain overall strategy recommendations and
may include, among other information informal support for
incremental changes to device configuration or
architecture
o
•
•
•
•
•
•
•
•
•
Each report covers a single Software track and may
include, among other information, the following:
Analysis of Customer’s current practices related to
establishing and managing Software release standards
and Software migration triggers
Analysis of Customer’s current practices related Software
selection,
testing,
staging,
implementation,
and
troubleshooting
Assistance establishing Software track methodologies
Overall Software recommendation Customer should test
and consider
Descriptions of new Software features
Unresolved Software bugs to which Customer may be
exposed and if possible, appropriate workarounds
Periodic proactive critical bug analysis for identified
Software track(s) or key Network infrastructure Software
feature categories
Periodically updated follow-up reports, at a rate of no more
than once per month, for up to 120 days from the original
Software recommendation date
Assistance in defining feature requirements and
performance/availability objectives as relates to Software
strategy.
Test Plan Review
o
Review Customer test plans for thoroughness and
effectiveness of planned testing. Plans will be reviewed
based on issues and recommendations identified in either
the Test Lab Strategy Review, Hosted testing or Network
Ready for Use Testing, and Activities.
Ongoing Support and Project Management
o
Provide ongoing support and project management to
assist with the overall delivery of the Data Center
Optimization Service for incremental changes to the
Network or architecture.
impacting issues such as availability, performance, faults
and capacity based on specific business and network
characteristics.
Prepare and Present Quarterly Business Review
o
Remote Knowledge Transfer Sessions
o
Cisco will consult with Customer to identify requirements
and topics for informal training sessions. Remote
Knowledge Transfer Sessions are:
§
Delivered in English (other languages subject to
availability)
Informal technical updates such as a “chalk talk” on a topic
that is mutually agreed upon and relevant to the
technologies in the data center.
Service to be provided by an Advanced Services Engineer
or another senior Cisco engineer.
Delivered remotely for up to four (4) hours in length, with
no labs and no printed course materials
Relevant to the Cisco products and technologies deployed
in Customer’s production Network
§
§
§
§
Validation-Test Cycle and Review – Standard
Cisco will consult with Customer via a series of meetings to
develop a thorough understanding of Customer’s solution
testing goals and requirements, and generate a proposed Test
Plan. Once agreed, Cisco will execute the tests documented in
the Test Plan and report findings to Customer. Validation and
Testing Support may include, among other information, the
following:
§
§
Data Center Improvement Plan
o
o
Provide a plan that integrates recommendations from the
areas of Data Center Assessments (such as Architecture
Assessment
and
configuration
audit),
Software
recommendations and Bug scrub, into a single document.
The Data Center Improvement Plan represents the
Customer-approved
and
agreed-upon
Cisco
recommendations as prioritized by a joint steering
committee comprised of Cisco and Customer, and may be
used by Customer to track future projects.
Diagnose overall data center network health to identify,
prioritize and track Data Center Nexus/WAAS health
Schedule with Customer up to four (4) quarterly visits per
year (not to exceed eight (8) days in aggregate) to
Customer's site to review Deliverables and activities and
plan for the next quarter. Additional visits will be mutually
agreed upon at Cisco’s then-current travel and labor rates
(this does not apply to Unified Switching Fabric (Nexus)).
§
§
§
§
§
§
§
Review of Customer’s testing goals and business
objectives for the solution;
Analysis of requirements such as software strategy,
platforms, topology, protocols, and configurations
Test Plan development or review/refine existing test plan;
Schedule facilities, equipment and resources;
Test Set Up – Perform the Physical Lab Setup;
Test Execution – Execute the Test Plan; and,
Test Results Analysis – Document the results in a Test
Report.
Validation-Test Cycle and Review - Standard Support is
estimated to last between 8 to 12 weeks.
Validation and Testing Support is only available to certain
geographic locations and will be specified in the Quote for
Services.
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•
Data Center Strategy and Architecture Service
Data Center Virtualization Architecture Assessment
o
•
•
•
•
•
•
•
•
•
Provide
Data
Center
Architecture
Virtualization
Assessment. Cisco will consult with Customer via a series
of meetings to identify the future architecture requirements
for a data center consolidation or data center virtualization.
A Data Center Architecture Virtualization Assessment may
include, among other information:
Review of the current data center infrastructure and future
Network requirements for consolidation, virtualization, or
both
Review of the technology architecture layers such as
facilities, Network, server, and application platforms
Analysis of technology feasibility
Analysis of consolidation and/or virtualization impact to
application business services domains
Analysis of server inventory, performance data, and
operating system data
Analysis of potential server consolidation and/or
virtualization costs and savings related to server hardware
and infrastructure licenses
Report describing the analysis comparing Customer’s
current practices to Cisco’s recommended best practices
and recommendations for server consolidation and/or
virtualization
Report describing analysis of performance, availability,
component inventory and/or inter-dependencies of
domains and views, service, and data transport, and
recommendations
Report describing opportunities and steps needed for
optimization, consolidation, and /or virtualization with
recommendations
Data Center Virtualization Design Review
o
•
•
•
•
•
•
o
•
Review Customer’s infrastructure technologies to analyze
and identify virtualization opportunities in the following
areas:
Network (Layer 2/Layer 3 infrastructure)
Network transport and application call flows
Security networking (firewall design)
Server load balancing
Web caching within the data center
Secure Sockets Layer (SSL) offload
A report of findings and recommendations based on Cisco
leading practices and onsite discussions will be presented
at Customer quarterly review. Recommendations may
include:
Low-level design for the Layer 2/Layer 3 infrastructure and
integrated design
High- Level design architecture review addressing an endto-end virtualized architecture covering Network, network
services, security, SAN.
These activities are performed a minimum of two times but
may be performed up to four times per year for one data
center after the Data Center Architecture Assessment has
been completed.
Architecture Acceleration Assessment
o
Provides assistance to the Customer in evaluating the
compute platform while simultaneously transitioning
the environment towards the defined production future
state. Activities may include:
•
Analyzing the Customers' server and computing platform
technical architecture, as it relates to projected
environment, resource capacity and user community
demands.
Documenting challenges, critical success factors and risks
Providing recommendations on infrastructure design
Review a services framework to develop an architecture
roadmap
Review areas for reduction in complexity and total cost of
ownership (“TCO”)
Discussion of areas for increasing architectural flexibility
/agility.
•
•
•
•
•
Data Center Architecture Value Analysis
o
Cisco will provide a comprehensive financial analysis
spanning the server environment, storage environment,
and networking environment by analyzing costs and
operational commitments
o
The Cisco Data Center Architecture Value Analysis
Service includes the following deliverables:
•
•
•
•
Financial analysis report
Capital investments required during the project lifecycle
Savings in infrastructure, facilities, and energy costs
Executive and technology presentations
Application Migration Planning Review
o
o
o
o
•
Gather current application components scheduled for
deployment across the server pool considered for
virtualization
Collaborate with Customer to confirm application
component
information
related
to
performance,
compatibility, patch level, application availability and
interdependencies
Identify existing and future application service domains
Analyze application migration plan considering the
following:
seamless migration of all the IT system environments :
production , development , user acceptance test (“UAT”)
part of the virtualized environment
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•
•
•
•
minimal to no changes to current Application component
configuration and/or implementation
minimal to no risk due to Application component interdependencies
impact of current IT project related to existing or new IT
systems that require services from the virtualized context
Data Center architectural changes required to support
remote application service access.
o
Create following Reports with recommendations:
•
•
•
•
•
•
•
Application Component Availability Deployment Report
Application Component Patch Version/Level Compatibility
Application Component Inter-dependency Views
Application Component Performance Report
Application Migration Strategy Document
IT Project Impact Analysis to the Migration Strategy
Application Migration Roadmap
•
•
Security Assessment for Secure Cloud and DC Network
Devices
The Security Assessment for Secure Cloud and Data Center
Network Devices assesses a Customer's data center device
security. This service is focused on understanding the current
state of the hardening of the individual data center devices by
analyzing their configuration files.
•
Cisco will consult with Customer via a series of meetings
to understand and analyze aspects of Customer’s Data
Center and Cloud Network device security. A Device
Security Assessment will be performed on up to 350
security devices in the Data Center and may include,
among other information, the following:
o
Review of Customer’s Data Center and cloud device
security goals and requirements;
Analysis of data center device configurations focused on
security hardening of the individual devices;
Analysis of firewall rules for common configuration issues;
Report describing the analysis comparing Customer’s
current configuration to Cisco’s recommended best
practices and Cisco’s recommendations (sampled based
on size and configuration of network);
Report describing prioritized list of discovered
vulnerabilities and most critical findings; and,
Interactive presentation of findings, analysis, and
recommendations.
Data Center IPv6 Architecture and Design Review
o
•
•
•
•
•
•
Provide Data Center IPv6 Architecture Assessment. Cisco
will consult with Customer via a series of meetings to
identify the current and future IPv6 architecture and
Design requirements for a data center. A Data Center
IPv6 Architecture and Design Assessment may include,
among other information:
Review of the current data center infrastructure and future
Network requirements for IPv6
Review of existing configurations, feature and design
Review and plan IPv6 Address Planning for Data Center,
DMZ, Internet Edge
Review and assess IPv6 dependencies like DNS, DHCP
requirements
Recommend code and feature set for IPv6 Design for the
Data Center
Provide high level Architecture and Design guidelines and
support IPv6 planning in the Data Center (DMZ, Internet
Edge)
Data Center IPv6 Device Assessment
o
•
•
•
•
•
Provide Data Center IPv6 Device Readiness Assessment.
Cisco will work with Customer to gather and install
necessary devices in the Network/Data Center to collect
device configuration for assessment. A Data Center IPv6
device Assessment may include, among other information:
Identify pilot and product devices/points in Data center for
IPv6 piloting
Identify devices for configuration collection either via tools
or manual
Assess and analyze configuration and system information
Review and compile necessary recommendation for IPv6
readiness
This may include Memory/CPU/Code upgrades
Recommend configuration changes to enable IPv6 in the
Data Center
Provide report with device assessment and with
appropriate recommendations
o
o
o
o
o
Security Assessment for Secure Cloud and DC
The Security Assessment for Secure Cloud and DC evaluates
the capabilities of the network infrastructure to protect an
identified business critical asset and provide a set of
recommendations to remediate the identified security gaps for
that business critical asset. The recommendations include
improvements to topology, protocols, device configurations and
security controls.
The Security Assessment includes one business critical asset
and sampling of devices from one each of the following
network areas: data center, internal network, and perimeter
network.
Further details on the Security Assessment are described in
the SDA specific Service Description at
www.cisco.com/go/servicedescriptions/, incorporated herein by
reference.
Security Strategy Planning Support for Secure Cloud and
DC
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o
o
o
o
o
Cisco will provide strategic and tactical guidance via a
series of meetings or workshop around a Customer
selected network security topic. Topics may include but
are not limited to network security technologies, cloud,
data center security.
Participate in network Security Strategy and Planning
meetings or workshop.
Provide collateral / technical reference material (white
papers, technical specifications) as requested for specific
technologies or for network security architectural
approaches.
Provide guidance and recommendations for data center
network security strategies.
Develop a Security Technology Planning Meeting Report,
providing a synopsis of the meeting and documenting
recommendations.
Data Center Security Posture Assessment
Cisco will consult with Customer via a series of meetings to
understand and analyze aspects of internal and perimeter
security posture of the Customer’s Network. A Data Center
Security Posture Assessment (SPA) provides a point-in-time
assessment of the risk posed to an organization by
vulnerabilities present in the organization’s IP-networked
systems and security controls. The service measures the
extent to which identified vulnerabilities can be utilized to
achieve unexpected or unauthorized access to the OS or
applications on IP-connected endpoints (UNIX / Windows /
network and security devices). The SPA will include the
following:
•
Internal Security Posture Assessment
•
Critical Network and Asset Identification Workshop,
•
Discovery and Vulnerability Identification,
•
Vulnerability Confirmation and Target Analysis,
•
Results Analysis and Presentation, and,
•
Assessment Report.
•
Perimeter Security Posture Assessment
•
Discovery and Vulnerability Identification,
•
Vulnerability Confirmation and Target Analysis,
•
Targeted Phishing Vulnerability Analysis,
•
Results Analysis and Presentation, and,
•
Assessment Report.
Further details on the Security Posture Assessment are
described in the SPA specific Service Description at
www.cisco.com/go/servicedescriptions/, incorporated
herein by reference.
On Site Residency
Cisco On Site Resident provides skilled Data Center
professionals to supplement Customer personnel and spends
between one and twenty five days a month onsite over a period
of three to twelve months, as specified in Quote and Purchase
Order, and will perform the following types of tasks:.
•
Provides targeted consulting support as directed by
Customer during Customer’s normal business hours.After
•
•
•
•
•
•
•
hours support available upon mutual agreement within
scope of engagement.
Consult with Customer staff to develop an understanding
of Customer’s Data Center design and implementation,
with a focus on concerns such as resiliency, self-recovery,
scalability, disaster recovery, business continuance,
virtualization, application traffic requirements, and ability to
handle increased traffic demands.
Participate in on site meetings and periodic conference
calls to review Customer’s Network status, planning and
the Services being provided
Monitor a Customer-specific Cisco email alias to facilitate
communication with Cisco designated Services team
Resident Network Consulting Engineer may utilize
Customer provided data, scripts or internal tools to assist
in collecting data from the Network.
Provide real-time monitoring and measurement of network
fault, performance, capacity and availability events to
proactively analyze and identify service-impacting issues
Provide real-time notification to Customer of network,
storage and compute impacting issues
Provides guidance in the following areas
•
Device/Server Admin
• Basic Device
Functions
Troubleshooting
•
Planning Of Moves, Adds,
• Root-cause
And Changes
Analysis
•
Change Window Support
• Technology/Device
Knowledge
•
Basic Design Consulting
Transfer
•
Device Configuration
• Weekly Status
• Device Monitoring
Reporting
• Resource Management
Cloud Optimization
Cloud Technology Architecture Assessment
The Cloud Technology Architecture Assessment will conduct
an architecture and security assessment of the Customer’s
current data center architecture and plans, providing analysis
of current states of the architecture and security and identifying
any issues found with the Customer’s current technology
architecture (Network, storage and compute), as it pertains to a
desire to transition to, or evolve further to (in the case of an
existing cloud architecture), an architecture capable of offering
cloud Infrastructure, DRaaS and software services
(XaaS).Activities may include:
•
•
•
Gather business and technical requirements related to
Customer’s cloud data center architecture and security by
conducting a combination of on-site discovery workshops
and interviews with Customer stakeholders.
Conduct an assessment of Customer’s current
architecture with aim to make recommendations on what is
required to refocus the Customer’s data center plans to
evolve to a cloud technology architecture.
Cloud Technology Architecture Assessment Report
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The following are not in scope of the Cloud Technology
Architecture Assessment Service:
•
•
•
•
•
•
•
Wireless technologies;
Unified Communications;
Application and/or Business services architectural
recommendations. These services will be addressed only
from mapping and dependencies to the technology service
area perspectives and will help the definition of the
network blocks in-line with Customer complete set of
requirements;
Assessment or integration of SLA services into the existing
or future state of the technology services;
Non-operational perspective analysis of the Server and
Storage layers;
Cloud Management Automation Assessment
Provides an analysis of the Customer’s current management
automation tools – specifically orchestration, provisioning tools,
management portal and assurance tools - making
recommendations for the management tools infrastructure
necessary to support a cloud computing architecture capable
of offering cloud Infrastructure- as-a-Services (IaaS) and/or
DRaaS. In the case of an existing cloud deployment, the
recommendations will focus on improvements to meet best
practices for management of a cloud architecture; and in the
case of a non-cloud deployment, recommendations will focus
on changes and new tools necessary to meet the requirements
of an existing cloud technology architecture plan.
Cisco Service Activities:
•
•
•
•
•
Conduct a discovery workshop including interviews with
Customer to capture and document the Customer’s current
management automation strategy and toolset, along with
associated workflows.
Assess the Customer’s requirements for cloud
orchestration management tools, documenting the
Customer requirements and recommendations in the
Cloud Management Automation Assessment Report.
Assess the Customer’s current performance and SLA
monitoring, measurement, management and reporting
tools, documenting the Customer’s capabilities and
requirements for cloud computing, including SLA
management and capacity management in the Cloud
Management Automation Assessment Report.
Review with Customer the Cloud Management Automation
Assessment Report for comment and approval before it is
formally completed and released.
Cloud Management Automation Assessment Report
Data Virtualization Optimization
Data Virtualization Architecture Review
The Data Virtualization Architecture Review Service provides a
comprehensive review of the existing CIS Data Virtualization
architecture.
•
•
•
•
Review of the overall current Data Virtualization
implementation and its ability to support current and future
DV needs.
Review of the DV architecture layers, as appropriate, and
provide guidance on retooling the layered DV architecture
to conform to best practices
Assess likelihood Customer can meet performance goals
with their current DV structure and provide performance
tuning advice on how to improve overall DV performance
Review existing security implementation and provide
recommendations for meeting current and future security
requirements
Assess current and planned front-end tools and
applications and make recommendations for optimizing
the access of the DV layer from these tools
Assess current and planned back-end data sources and
make recommendations for optimizing the access of the
DV layer to these sources
CIS Site and Systems Administration Support
The Site and Systems Administration Support service is
designed for site administrators responsible for the
configuration, administration and maintenance of the Cisco
Information Server (CIS) implementation. It provides expert
advice and best practices to ensure day‐to‐day operations
using CIS run smoothly and efficiently, with stable and scalable
operations.
Cisco will provide onsite and remote support for the following
activities that are generally performed:
•
Monitor CIS environment(s):
o Perform daily CIS system health check (log files,
archive, response time, etc)
o Provide proactive notification of errors,
degradation, other suspicious or unusual activity
to appropriate contacts
o Monitor CIS server utilization
§
Memory
§
CPU
§
Local storage
§
Throughput metrics
o Create weekly service level reports
•
Maintain CIS environments:
o Apply hot fixes, upgrades, etc.
o Develop and maintain daily/ weekly/monthly
maintenance plans and processes
o Perform Server restarts as required
o Work with hardware operations for physical
server maintenance as scheduled
o Maintain security scheme and permissions
o Maintain CIS environments according to the
direction of the CIS Technical Architect
o Inspect settings, software versions, etc.; check
for consistency across CIS environments
o Build & maintain CIS clusters
o Manage processes to update CIS caches
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o
•
Manage deployment related issues - migrating
CIS objects from dev to test to production
Develop and document operational and system
management processes
(deployment models, user
management, access controls)
•
•
•
Data Virtualization Health Check
Document the applicability, effort and changes associated
with utilizing new features and functions that are part of
the new software release.
Review customizations, integrations and assess needed
changes to ensure continued compatibility and
performance.
Devise plan documenting findings and recommendation
that includes one or more of:
The Data Virtualization Health Check Service provides a
comprehensive health assessment of the existing CIS Data
Virtualization implementation and associated processes.
o
Review the integration of the CIS Data Virtualization
environment with existing data management processes,
including DV use case selection, project methodology, and
development and testing processes
o
Conduct an Operational Environment Review of the existing
CIS Data Virtualization environment. The Operational
Environment Review includes an analysis of i) Customer’s
current CIS Data Virtualization server and environment
configuration; ii) operational aspects such as security, control,
sizing, data connector configuration; iii) production target
model; and iv) data abstraction best practices.
Conduct a Performance Usage Review. The Performance
Usage Review includes an analysis of the current CIS Data
Virtualization server: i) capacity, sizing, consumption of data; ii)
operational logs and usage patterns; iii) promotion and
deployment strategies; iv) caching engine and query
optimization; and v) system tuning.
o
o
o
o
o
Upgrade Support activities may include:
•
•
•
•
Document the findings in the Health Assessment Report.
•
•
Data Virtualization Upgrade Assessment/Support
•
The Data Virtualization Upgrade Assessment/Support Services
will provide assessment and support services to determine the
impact and effort associated with upgrading Customer’s
existing CIS implementation to later versions. Cisco will
consult with Customer via a series of meetings to understand
and analyze aspects of Customer’s current environment.
Upgrade Assessment activities may include:
•
•
•
Review Customer’s existing production functionalities,
including standard product configurations, integrations and
customizations to determine the actions needed to
maintain the existing functionality.
Review current platform and hardware components to
ensure accurate sizing.
Review new product features, product changes, benefits
with Customer describing differences between existing
and new application software versions and assess impact
on existing configurations including potential fitness for
use with Customer’s existing implementation.
Detailed impact, recommended strategy and estimate
the level of effort required to complete the upgrade.
Review of Customer’s project staffing capabilities and
available resources/skill sets.
Plan and effort to remedy any issues uncovered
during review process.
Contingency and rollback plans to restore the
software to its original version
Plan and effort to utilize new desired product features.
Interactive presentation of findings, analysis, and
recommendations.
Recommend a plan and effort to remedy any issues
uncovered during review process.
Assist in upgrading to later versions.
Provide planning and resourcing for third party integration
and product customization.
Establish best practices for planning and running the
product upgrade.
Analyze issues encountered and help categorize them into
enhancements, deployment issues, and product defects
Support Customer during the test execution.
Support Customer in migrating Test and Production
environment.
Executing on any post-production support activities, as
defined during scoping of Upgrade Project.
Data Virtualization On Site Residency
Cisco Data Virtualization On Site Resident provides skilled
Data Virtualization professionals to supplement Customer
personnel onsite and offsite over a period of three to twelve
months, as specified in Quote and Purchase Order, and will
perform all of the previously mentioned Data Virtualization
services, with a focus on the following types of tasks:.
•
•
•
Provides targeted consulting support as directed by
Customer during Customer’s normal business hours. After
hours support available upon mutual agreement within
scope of engagement.
Consult with Customer staff to develop an understanding
of
Customer’s
Data
Virtualization
design
and
implementation, with a focus on concerns such as
resiliency, security, scalability, performance, application
and data abstraction, and DV project selection.
Participate in on site meetings and periodic conference
calls to review Customer’s Data Virtualization status,
planning and the Services being provided
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•
•
Represent
and
communicate
Customer’s
Data
Virtualization requirements to Cisco product planning
Augment Customer development teams and provide
mentorship of Data Virtualization development and
deployment best practices
•
•
Desktop Virtualization Optimization
Review operational key performance indicators and
provide
report
describing
specific
operations
recommendations for optimization based on industry
leading practices
Develop customized operational process regarding
adherence and/or adoption to recommended leading
practices to provide continuous desktop service
improvement strategy
Desktop Virtualization Systems Assessment
Data Center Unified Computing Optimization
Measures key performance and utilization metrics of a
Customer’s desktop and application environments
Data Center Unified Computing Optimization is targeted to
allow Customers to analyze, improve, and optimize their Cisco
data center Unified Computing environment while supporting
current production environments. The Service is designed to
assess the Customer’s current Unified Computing environment
to identify areas for improvement. This service will provide
recommended leading practice deployment strategies,
methodologies and configuration based on these findings. In
addition, the Data Center Unified Computing Optimization
Service will support planning efforts which will mitigate the risks
inherent in any change process.
•
•
•
•
§
Review current technical environment
Investigate peak utilization trends of users and desktop
applications; identify optimal configuration and architecture
to meet these thresholds
Report with performance optimization recommendations
for Users, Desktop Applications and End-point resource
utilization
Helps identify areas for platform improvement through
implementation performance and capacity patterns, peak
utilization trends, and underutilized assets
Mitigates risk by identifying the best and worst candidates
for virtualization
Unified Computing Architecture Assessment
o
Consult with data center staff in a series of workshops and
meetings to develop a thorough understanding of
Customer’s Unified Computing System (“UCS”) and UCS
Director design requirements. Review current design and
provide recommendations with a focus on concerns such
as resiliency, availability and scalability. Cisco will also
work with Customer to optimize architecture and
performance for virtual and physical environments.
o
Provide
a
detailed
report
that
summarizes
recommendations and findings. The Report may include
but is not limited to:
•
Review of Customer’s design requirements, priorities, and
goals
Review areas for reduction in complexity
Assess and recommend architecture for the Unified
Computing deployments.
Review current initiatives and align with leading practice
deployment methodologies and use cases
Assist in identifying additional opportunities to utilize UCS
capabilities
Analysis of impact of new requirements on existing
environment.
Develop a recommended architecture and future
deployment roadmap.
Desktop Virtualization Systems Architecture Review
Review of current desktop virtualization environment
configuration
and
surrounding
infrastructure
with
recommendations based on leading practices
•
•
•
•
Review of Customer’s design requirements, priorities, and
goals
Assess and analyze effects of new requirement on existing
environment and develop a future deployment roadmap
including recommending an architecture for the Desktop
Virtualization deployments.
Assess current disaster recovery process and provide
recommendations to optimize disaster recovery capability
and procedures for Cisco UCS
Provide a review of best practices for the Desktop
Virtualization environment and discuss areas for
increasing architectural resiliency, availability, flexibility,
and agility
Desktop Virtualization Operations Audit
Provides a review of best practices for the evolving desktop
virtualization environment to support growth, improve
productivity, improve business processes, and accelerate
change.
•
Provide a review of current state of operational best
practices and processes for the Desktop Virtualization
environment including management and operational tools
•
•
•
•
•
•
UCS Configuration and Performance Audit
o
Review current configuration of Unified Computing
System, and/or UCS Director and surrounding
infrastructure. Cisco will examine this information to
provide recommendations based on leading practice
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configuration methodology and technical settings as
appropriate. Activities may include but are not limited to:
•
•
•
•
•
Review and analysis of virtual machine, server, Network
and storage performance and utilization
Investigate peak utilization trends and identify optimal
configuration and architecture to meet these threshold
Identify underutilized assets and recommend optimal
layout for highest compression ratios for virtual machines
Develop
report
on
performance
optimization
recommendations such as system tuning, virtualized I/O,
protocol optimization, and server response times.
Review technical environment that may include: unified
I/O, management switch, chassis and cabling
configurations for optimum performance.
UCS Disaster Recovery Review
o
Provide a review of Customer's disaster recovery
capability for the Unified Computing Systems (UCS)
configuration. Activities may include but are not limited to:
•
Assess current disaster recovery process and provide
recommendations to optimize procedures for Unified
Computing Systems.
Review design for application recovery
Review Network and storage design between primary and
secondary sites
Review UCS failover design and configuration
Assist and support Customers in disaster recovery testing
•
•
•
•
o
Review Customer assets in the data center and the
interdependencies.
Activities and deliverables may
include:
•
Analyze Customer business processes that are in scope in
order to provide a high-level overview of the business
processes, sub-processes and a list of applications that
support those business processes.
Data Collection Tools will be used to perform discovery of
the identified servers in the data center environment and
the associated software components that are running on
those servers.
Either data from Data Collection Tools or Customer
provided data will be used to discover the networking
devices within the Customer data center environment and
the respective Network configurations. This service
component will also map the servers that were discovered
in the Server and Software Discovery Service to the
Network devices to which the servers are connected.
An automated Storage Area Networking (SAN) Data
Collection Tool will be used to discover the Customer’s
SAN environment. The goal of this discovery is to identify
all Customer SAN devices within the Customer data center
environment and their configurations.
A Network traffic capturing Data Collection Tool will be
used to capture the Network traffic using span sessions.
•
•
•
UCS Leading Practices Audit
o
Provide a review of leading practices for the Unified
Computing environment. An evolving Unified Computing
architecture can help support growth, improve productivity,
improve business processes, and accelerate change in
every aspect of your business
•
Review current Customer UCS and/or UCS Director
implementation against a list of lab and project- based
leading practice configurations.
Align applicable leading practice deployment configuration
options and settings for specific Customer usage.
Discuss areas for increasing architectural resiliency,
availability, flexibility and agility.
•
•
Onsite Consultant Support
Application Dependency Mapping
•
•
The raw data is converted into IP communication flows.
These flows are correlated with software and applications
discovered as part of Server and Software Discovery
services.
Provide an in-depth analysis of the state of Customer’s
business applications and application infrastructure
dependencies.
The analysis is done by comparing
Customer’s business requirements and expectations for its
applications using ‘use cases’ for business processes and
the findings from discovery and dependency mapping
between the business processes and data center
applications.
Provide ongoing, onsite Unified Computing consulting support
in the form of a designated engineer (“Advanced Services
Engineer”) onsite at Customer’s designated location to act as
the primary interface with Customer, providing general advice
and guidance related to Customer’s Unified Computing System
(UCS), and/or UCS Director, up to five days per week (pending
local work restrictions) during Standard Business Hours
excluding Cisco holidays, locally recognized country holidays,
vacation, and training days. Customer directed tasks to be
performed by the Advanced Services Engineer are subject to
Cisco approval, which shall not be unreasonably withheld.
Onsite Unified Computing Consulting Support is only available
to certain geographic locations and will be specified in the
Quote for Services.
UCS Health Check
o
Review current configuration of Unified Computing System
(UCS), and/or UCS Director infrastructure as part of a
periodic examination of post deployment, or audited,
environments, that require additional examination guided
by Customer needs and concerns. UCS Health Checks
are structured to service instances within a single data
center environment. Periodic activities may include
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•
•
Review and analysis of virtual machine, server, Network
and storage performance and utilization including
management switch, chassis and cabling configurations
Develop report on the environment as evaluated against
best practices and expected server response times,
virtualized I/O, and protocol optimization
§
•
•
§
•
Verify Port Profiles
Review and analysis of Uplink Profile, Vethernet Profiles
and Overall Usage
§
•
Access and Monitoring
Users, SNMP, Syslog, etc
o
Develop report on the environment as evaluated against
best practices
UCS Application Workshop
•
Provides a workshop looking at migration of existing
compute environment to UCS leveraging DCAF used for
UCS Health Check. The following activities will occur:
o
o
o
o
o
Leverage Cisco DCAF to discover the compute server
foot print in the data center
Develop a migration TCO/ROI analysis summary
report
Conduct 1 day workshop to understand Customer
long
term
goals
and
identify
potential
application/software optimization opportunities
Review preliminary TCO/ROI analysis report
If Customer is interested in moving forward, Cisco will
put together an application optimization roadmap
UCS SAP HANA Heath Check
•
Review current configuration of SAP HANA components
as part of a periodic examination of post deployment, or
audited, environments, that require additional examination
guided by Customer needs and concerns.
•
Provides a healthcheck in relation to SAP HANA, with the
following activities:
o
o
o
o
o
Scheduled quarterly maintenance and upgrade of
HANA appliance components.
UCS firmware, UCS manager, SUSE OS, Internal
Networking, SAP HANA application, storage*
Ad hoc security upgrade support for OS and version
updates to HANA
Operational support and knowledge transfer for HANA
appliance
Expansion of HANA to additional nodes, chassis and
storage
Verify operational state of system
Review and analysis of vCenter setup, Virtual Ethernet
Modules (VEM), SVS connection, etc
Physical state of port connectivity for VEMs
UCS Operational Enhancement Assessment
o
Review and standardize efficient operational process while
working with Unified Computing System (UCS) and/or
UCS Director architectures
•
Work with Customer to modify existing operations guides
to leverage more efficient UCS Manager and Unified
Architecture related processes
•
Provide recommended best practices to operate a UCS
environment to increase agility, availability and operational
efficiency.
•
Provide Documentation Support and Operations Synopsis
Report
UCS System Integration Support
o
Review best practices and use cases around the Unified
Computing Architecture and surrounding ecosystem that
can accelerate completion of an enterprise’s automation
initiatives within a single data center environment.
Periodic activities may include:
§
•
Automate
Review and analysis of compute provisioning, network,
storage and applications
Performance capacity management
User management
•
•
§
•
Nexus1000v Health Check
•
Review current configuration of Nexus1000v component of
server infrastructure as part of a periodic examination of post
deployment, or audited, environments, that require additional
examination guided by Customer needs and concerns.
Nexus1000v Health Checks are structured to service instances
within a single data center environment.
•
Integrate
Review and Build workflows between 2 APIs (ie Compute
and Hypervisor)
Scale by adding additional APIs (ie network, storage,
security)
Extend to peripherals and applications
§
•
•
•
Monitor
Life Cycle Management
Performance Capacity Management
Chargeback / Billing
o
Periodic activities may include
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•
Data Center Unified Networking Services (ACE, WAAS,
eCDS) Optimization
Report describing the new or current design with
recommendations.
WAAS Assessment
Covers Application Distribution (ACE, L4-7), Unified Switching
Fabric (Nexus), Application Network Performance (WAAS,
ACNS,eCDS) Components
Once per year, Cisco will provide Customer with a productbased data center architecture assessment to facilitate proper
changes in the existing environment, which may include:
ACE / L4-7 Assessment
•
o
•
•
•
Once per year, Cisco will provide Customer with an
product-based data center architecture assessment to
facilitate proper changes in the existing environment,
which may include:
Assess current environment to support planned changes,
and identify gaps in the adoption of a Cisco DC technology
through current assessment of the design and future goals
via subject matter experts and application of leading
practices to Cisco design principles.
A detailed technical assessment of Customer-specific DC
technology infrastructure design. Designs for ANS, SAN,
and Nexus, Unified Computing families of products are
available.
Proactive recommendation to improve the performance,
resiliency, security, and availability of Customer’s Cisco
DC technical Infrastructure.
•
•
WAAS Architecture Review
Review of current L4-7 content and application distribution
environment configuration and surrounding infrastructure with
recommendations based on leading practices.
•
•
ACE / L4-7 Architecture Review
o
o
•
•
•
•
•
•
Consult with Customer networking staff in a series of
meetings to develop a thorough understanding of
Customer’s
Data
Center
design
requirements.
Technology areas include Application Networking
Systems, Unified Computing Systems (UCS), UCS
Director, Storage Area Networking, and Unified Switching
Fabric, with a focus on concerns such as resiliency, selfrecovery, scalability, disaster recovery, business
continuance, virtualization, application traffic requirements.
Provide a detailed design report with recommendations.
Report takes into consideration, among other things, the
following:
Review of Customer’s design requirements, priorities, and
goals.
Analysis of impact of new requirements on existing
Network.
Architecture and topology for the Network including L4/7
topology, caching, and storage infrastructures.
Review of protocol selection and configuration.
Review of feature selection and configuration.
Review
of
device
security
considerations
(i.e.
authentication, VLANs, subnet isolations, etc.)
Assess current environment to support planned changes,
and identify gaps in the adoption of a Cisco DC technology
through current assessment of the design and future goals
via subject matter experts and application of leading
practices to Cisco design principles.
A detailed technical assessment of Customer-specific DC
technology infrastructure design. Designs for ANS, SAN,
and Nexus, Unified Computing families of products are
available.
Proactive recommendation to improve the performance,
resiliency, security, and availability of Customer’s Cisco
DC technical Infrastructure
•
•
Review of Customer’s design requirements, priorities, and
goals
Assess and analyze effects of new requirement on existing
environment and develop a future deployment roadmap
including recommending an architecture for the Desktop
Virtualization deployments.
Assess current disaster recovery process and provide
recommendations to optimize disaster recovery capability
and procedures for Cisco Unified Networking Services
products
Provide a review of best practices for the Desktop
Virtualization environment and discuss areas for
increasing architectural resiliency, availability, flexibility,
and agility
CSS/CSM/SSLM to ACE Migration Report
Consult with data center staff in a series of interviews and
meetings to develop a thorough understanding of the migration
requirements.
AS will provide an assessment of the
requirements to do a CSS/CSM/SSLM to ACE migration.
Service activities may include:
•
Review the current SLB configs to be migrated
•
Review the new SLB design
•
Determine the recommended method of migration
•
Provide SLB knowledge Transfer
This service does not cover the planning, design or
implementation of new SLB devices (ACE or ACE 30), only the
assessment of the migration readiness and strategy.
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Application Security Assessment
Consult with data center staff in understanding the application
security requirements related to the server load balancing
(SLB) solution in place. AS will conduct a SLB security
assessment based on the stated requirements and identify
gaps in the security features and configuration deployed with
the SLB solution. Activities may include:
WAAS Configuration Audit
Provide a review of leading practices for the WAAS
environment. Verifies that the WAAS devices are configured
optimally. Activities may include:
•
•
•
•
•
•
Provide an assessment report which summarizes SLB
application security recommendations and findings
Review of Customer’s SLB Applications Security design
requirements, priorities, and goals
Assess current Application SLB design and configurations
deployed
Identify gaps in the current deployment based on the
stated Application Security requirements
Provide possible high level SLB solutions to close gaps
Provide assessment report documenting findings
•
Review current Customer WAAS implementation against a
list of lab and project- based leading practice
configurations.
Align applicable leading practice deployment configuration
options and settings for specific Customer usage.
Discuss areas for increasing architectural resiliency,
availability, flexibility and agility
WAAS Health Check
o
Review Customer WAAS environment, collecting
performance-related data, and applying Cisco leading
practices, as part of a periodic examination of post
deployment, or audited, environments guided by Customer
needs and concerns.
This assessment is focused on application security designs
tied to the functionality provided thorough the deployed Cisco
SLB solutions.
•
ACNS to eCDS Migration Report
•
Collect performance data, identify exception areas,
analyze device configurations and resource utilization
parameters
Develop Stability Analysis and Recommendations report
which typically includes summaries of the following
network-level information: Software, Hardware, Memory,
Environment, Protocol Analysis and Network Management
•
•
Consult with data center staff in a series of interviews and
meetings to develop a thorough understanding of the ACNS to
eCDS migration requirements. AS will provide an assessment
of the requirements to do a ACNS to eCDS migration.
Activities may include:
•
•
•
•
Review the current ACNS design and configuration to be
migrated
Review the new purposed eCDS design
Determine the recommended method of migration
Provide eCDS knowledge transfer
WAAS Mobile Design Support
Provide informal support for incremental changes to WAAS
Mobile configuration or architecture. Consult with Customer on
ongoing WAAS Mobile requirements changes, new features,
and the associated effects on the existing Network design.
Activities may include:
•
•
•
•
•
Review
proposed
Customer
WAN
optimization
requirements for mobile workforce
Assess the current WAAS Mobile environment to
determine adherence to best practices
Verify the sizing of the design is keeping up with current
and proposed demand
Validate the software code versions, related to WAAS
Mobile, are appropriate for the current and short term
environment
Provide a knowledge transfer around WAAS Mobile
Data Center Unified Fabric (Nexus) Optimization
Covers Application Distribution (ACE, L4-7), Unified Switching
Fabric (Nexus), Application Network Performance (WAAS,
ACNS) Components
Nexus Network Assessment
Once per year, Cisco will provide Customer with a productbased data center architecture assessment to facilitate proper
changes in the existing environment, which may include:
•
•
•
Assess current environment to support planned changes,
and identify gaps in the adoption of a Cisco DC technology
through current assessment of the design and future goals
via subject matter experts and application of leading
practices to Cisco design principles.
A detailed technical assessment of Customer-specific DC
technology infrastructure design. Designs for ANS, SAN,
and Nexus, Unified Computing families of products are
available.
Proactive recommendation to improve the performance,
resiliency, security, and availability of Customer’s Cisco
DC technical Infrastructure.
Nexus Architecture Review
Review of current Nexus environment configuration and
surrounding infrastructure with recommendations based on
leading practices.
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•
•
•
•
Review of Customer’s design requirements, priorities, and
goals
Assess and analyze effects of new requirement on existing
environment and develop a future deployment roadmap
including recommending an architecture for the Unified
Fabric deployments
Assess current disaster recovery process and provide
recommendations to optimize disaster recovery capability
and procedures for Cisco Nexus hardware products
Provide a review of best practices for the unified fabric
environment and discuss areas for increasing architectural
resiliency, availability, flexibility, and agility
This service does not cover the planning, design or
implementation of a new deployment of FCOE, only the
optimization and “day 2” support of a deployed FCOE solution
Nexus Security Assessment
Consult with data center staff in a series of meeting to
understand the Nexus network security requirements and
assess the current or purposed design for compliance with the
stated security requirements. Activities may include:
•
Provide a Nexus Security analysis and report which
summarizes any recommendations and findings. The
Report will include:
•
Review of Clients Nexus Security design requirements,
priorities, and goals
•
Review current or purposed Nexus Security design and
configurations
•
Review current initiatives and align with leading practice
Network security methodologies and use cases
•
Assess and recommend design or configuration changes
to Nexus security architecture
Nexus Advanced Feature Assessment
Consult with data center staff in a series of trainings and
meetings to develop a thorough Customer understanding of
one Nexus Advanced Feature. (VPC, VDC, Fabric Path, or
OTV)
Review current Nexus design and provide
recommendations with a focus on potential ways of leveraging
the targeted available Nexus Advanced Feature in areas such
as virtualization, resiliency, availability and scalability. Cisco
will also work with Customer to develop a migration strategy to
roll out the target Nexus feature into the existing Nexus
environment. Activities may include:
o
Provide the following services around the targeted Nexus
Advanced Feature:
•
Provide remote training on target Nexus advanced feature
•
Review existing Nexus design to determine readiness and
design requirements to deploy targeted Nexus advanced
feature
•
Provide recommended migration strategy to deploy
targeted Nexus Advanced feature
•
Provide recommended implementation plan to deploy
targeted Nexus Advanced feature
This service includes the design, implementation planning, and
training around a single Nexus Advanced feature that the client
will deploy. Client can elect the quantity of this service based
on the number of features that need to be deployed during
contract.
This Nexus Security assessment will be focused on Nexus
switch/port security and will not include an assessment or
recommendations related to application security or FW rules or
policies.
Nexus Business Continuance Review
Consult with Customer through a series of meetings to develop
a thorough understanding of Customer’s Data Center Disaster
Recovery design requirements as it applies to Unified Fabric
Architecture with a focus on concerns such as resiliency, selfrecovery, scalability, disaster recovery, and availability
requirements.
•
Provide a Disaster Recovery (“DR”) review report with
high-level best practice design recommendations. Report
takes into consideration, among other things, the following:
•
Review of Customer’s DR design requirements, priorities,
and goals.
•
Review current DR design and indicate any gaps based on
stated requirements
•
Propose some best practice recommendations to current
design to fill gaps
•
Analysis of impact of new DC requirements on existing
Network.
•
Report describing the possible new or current design
based on BC/DB recommendations.
Nexus FCoE Support
Consult with data center staff in a series of trainings and
meetings to develop a thorough Customer understanding of
the clients FCOE deployment. Service activities may include:
•
•
•
•
•
•
Provide FCOE design consultation for Moves, adds or
changes
Provide ongoing configuration support of FCOE solution
Provide new feature support for FCOE solution
Provide FCOE knowledge Transfer
Provide FCOE deployment assessment
Provide design support for any problem escalations on the
FCOE solution
Review is high-Level focused in DR supporting Network
architecture and does not include such topics as operations,
application specific recommendations or detailed design
recommendations.
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•
Assess current environment to support planned changes,
and identify gaps in the adoption of a Cisco DC technology
through current assessment of the design and future goals
via subject matter experts and application of leading
practices to Cisco design principles.
•
A detailed technical assessment of Customer-specific DC
technology infrastructure design. Designs for ANS, SAN,
and Nexus, Unified Computing families of products are
available.
•
Proactive recommendation to improve the performance,
resiliency, security, and availability of Customer’s d DC
technical Infrastructure
o
Provide informal support for incremental changes to
device configuration or architecture
o
Provide informal support for incremental changes to the
Data Center or architecture.
Nexus Health Check
o
Review your Data Center Nexus family switches, collecting
performance-related data, current state configurations and
applying Cisco leading practices, as part of a periodic
examination of post deployment, or audited, environments
guided by Customer needs and concerns. Nexus Health
Checks are structured to service instances within a single
data center environment. Periodic activities may include
•
Collect performance data, identify exception areas,
analyze device configurations and resource utilization
parameters
•
Develop Stability Analysis and Recommendations report
which typically includes summaries of the following
network-level information: Software, Hardware, Memory,
Environment, Protocol Analysis and Network Management
•
Review report on the environment as evaluated against
best practices
Nexus Onsite Consultant Support
Provide on-going, onsite consulting support in the form of a
designated engineer (“Advanced Services Engineer”) onsite at
Customer’s designated location to provide Nexus Subject
Matter Expertise. This consulting role compliments expertise
and activities already provided and available as part of other
Cisco Advanced Services. This service provides a Cisco
consultant presence, with specialist Nexus knowledge, on-site
as part of the Customer’s team to participate in and advise.
A Quarterly Business Review is conducted to plan how best to
use Nexus Onsite Consultant Support in the following quarter
and review how effective the support has been in the previous
quarter.
Onsite Consultant Support is available up to five days per week
(pending local work restrictions) during Standard Business
Hours excluding Cisco holidays, locally recognized country
holidays, vacation, and training days. Any Customer directed
tasks to be performed by the Advanced Services Engineer are
subject to Cisco approval, which shall not be unreasonably
withheld. Onsite Nexus Consulting Support is only available to
certain geographic locations and will be specified in the Quote
for Services.
SAN Architecture Review
Review of current MDS SAN environment configuration and
surrounding infrastructure with recommendations based on
leading practices
•
•
•
Review of Customer’s design requirements, priorities, and
goals
Assess and analyze effects of new requirement on existing
environment and develop a future deployment roadmap
including recommending an architecture for Unified Fabric
deployments.
Assess current disaster recovery process and provide
recommendations to optimize disaster recovery capability
and procedures for Cisco MDS hardware products
Provide a review of best practices for the SAN environment
and discuss areas for increasing architectural resiliency,
availability, flexibility, and agility
Test Plan Review
o
•
•
•
Review Customer provided test plans for thoroughness
and effectiveness of planned testing.
Provide test plan templates
Analysis of requirements such as platforms, topology,
protocols, and configurations
Report describing test plan findings and recommendation
changes
SAN Optimization Services
SAN Assessment
Once per year, Cisco will provide Customer with a productbased data center architecture assessment to facilitate proper
changes in the existing environment, which may include:
SAN Health Check
o
•
Cisco will provide an analysis of the features and abilities
of the MDS platform for optimal deployment and
configuration:
Review of existing SAN infrastructure for adherence to
best practices, configuration issues, and architectural
bottlenecks
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•
o
Recommend new features and configuration updates to
ease day-to-day SAN operational requirements
Cisco will provide a SAN Health Check Report that
includes an executive summary, current status of
environment, Customer requirements analysis, findings
and conclusions.
Storage Capacity & Impact Analysis
o
•
•
•
o
o
o
Cisco will provide an analysis of the Customer’s storage
array infrastructure to for optimal deployment and
configuration:
Storage capacity utilization
Allocated but unused storage
Current storage process maturity
Cisco will provide a Prioritized Action Plan highlighting
those areas within the storage array infrastructure
requiring immediate remediation.
A Reference Architecture will be provided highlighting
capacity and growth options for the array infrastructure
based upon industry best practices. This will include a
High Level Plan and ROI Analysis
The findings will be presented via an Impact Analysis
Executive Summary Presentation.
•
•
•
o
•
•
•
o
FCoE Support
o
o
•
o
•
•
Data Migration
o
o
•
•
•
o
o
o
•
•
•
•
•
o
•
•
•
o
Cisco will consult with Customer via a series of meetings
to develop a thorough understanding of Customer’s data
migration requirements.
Perform a SAN and Storage discovery of the Customer’s
environment using the following methods:
Data Center Analytics Framework (DCAF) to discover
SAN, storage array, network, and host specific information
Storage array specific collection and management tools
SAN specific collection tools
Working
with
application
owners
and
system
administrators,
determine
application
dependency
mapping (ADM).
For long-distance data center migration of data, determine
SAN extension requirements to support migration
Based on the discovery and review with Customer,
determine the data migration method(s) best suited for
migrating the environment which could include but not
limited to:
Data Mobility Manager (DMM). Cisco fabric-based data
migration tool
Storage array-based migration: Array-vendor specific
migration tool (i.e., SRDF, TrueCopy, GlobalMirror, etc.)
Host-based tools.
vmWare Storage vMotion, host
operating system LVM mirroring techniques.
Tape backup and restores
Other host based methods such as rsync.
Create migration Move Groups
Identify the number of migration windows
Amount of storage per migration window
Application and host to move in move group
Setup the migration environment:
Target storage environment configuration and setup
SAN configuration changes to support replication
Kick off data replication in advance of migration window
(async replication)
Support migration window activities
Final data sync between old and new storage array
Host cutover to new storage
Application testing on new storage
Clean-up legacy storage environment after successful
data migration
•
o
•
o
•
•
•
•
•
o
•
Using leading practices, the Cisco FCoE Support Service
identifies gaps in the Customer’s FCoE infrastructure and
provides:
FCoE Assessment
Provides a list of recommendations based on analysis of
Customer’s environment and comparison against best
practices.
FCoE Ongoing design support
Provides detailed design reports on data center
architecture components
Provides recommendations for resiliency, self-recovery,
scalability, disaster recovery, business continuance,
virtualization, and application traffic requirements
Provides detailed design reports on FCoE environments
Software strategy support
Ongoing software support for incremental changes to
device configuration or architecture
Proactive Software Recommendation Report
Review provides strategic and tactical approach to
managing current and future software levels
Assists in defining feature requirements and performance
and availability objectives as they relate to software
strategy
Comprehensive reports for each software track
Reports examine production configurations and compare
them to Cisco’s leading practice recommendations
Recommendations for software modifications as
necessary
Scheduled change support.
Ongoing support for incremental changes to the FCoE
environment
FICON Support
o
o
o
o
Consult with the Customer to document their FICON
requirements such as Control Unit, Channel and CUP
requirements.
Document the requirements in a Customer Requirements
Document
Provide a High Level Design documenting the architecture
and features to support the Customer’s FICON
requirements
Provide a Low Level FICON Design document that
documents the individual feature and switch configurations
such as interfaces, VSANs, IPL files, and fabric binding.
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o
Provide Knowledge Transfer as to the operation of a
FICON enabled MDS infrastructure.
•
•
SAN Management & Monitoring
o
o
•
•
•
o
•
•
Document the Customer’s SAN alerting and monitoring
requirements, Cisco platform alerting features, and
Customer’s enterprise integration needs.
Provide a detailed design report with recommended
monitoring architecture and best-practice alerting
configurations.
Assist Customer in the implementation of Cisco SAN
alerting features and functionality.
Provide guidance and reference material to assist
Customer with integration of alerting to third party network
management system platforms.
Consult with the Customer to determine appropriate event
criticality and triage.
Provide ongoing support
Design optimization to meet the Customer’s changing
alerting needs
Assist the Customer in testing and tuning the alerting
thresholds.
Software upgrade impact analysis
•
Review of existing SAN infrastructure for adherence to
best practices, configuration issues, and architectural
bottlenecks
Take in account both the architectural and the operational
requirements while designing the new MDS based
infrastructure.
Provide alternate SAN Architectural Proposal (Architecture
blue print) using Cisco MDS and/or Nexus platforms.
Cisco Data Center Modular Knowledge Service (MKS)
The Cisco Data Center Modular Knowledge Service (“MKS”)
provides Customer with access to design tips, methodologies,
leading practices, and foundational concepts related to Cisco
products and technologies. The Content in the library is made
available by Cisco to a number of Authorized Viewers through
a secure web-based portal (“Portal”).
Access to the foundational Network Infrastructure Modular
Knowledge Service is provided with each subscription to the
Data Center Modular Knowledge Service at no additional
charge.
•
Make the Content available, remotely, to the number of
Authorized Viewers, including providing access to the
following:
SAN Extension (FCIP, DWDM, IOA)
•
Multimedia Clips:
o
•
•
•
- VoD/AoD technical talks
-Service deliverables archive – Customer-specific/account
specific content
- eLearning courses
•
Sidebar Content:
•
•
•
•
•
•
•
•
•
- White Papers
- Case Studies
- Design Guides
- Configuration Guides
- Training Documents
- Technical Tips
- Deployment Guides
- Online textbooks and/or manuals
- Video and audio clips (different from the Multimedia
Clips)
•
Assist in account creation for the Portal, prior to use during
the duration of the Service. Customer is responsible for
security, network connection, IP address assignment and
any required firewall or access control list changes
required on Customer’s network in order for the end-users
to access the Portal.
•
Provide a training session to Customer point(s) of contact
for the Authorized Viewers.
•
Hold a “Demo Day” to train and demonstrate the tool for
Customer’s Authorized Viewers.
•
o
o
•
•
o
•
Consult with the Customer and document SAN extension
drivers such as business continuity, disaster recovery and
data mobility.
Assess underlying network for SAN extension readiness.
Identify any gaps and recommendation remediation to
support the Customer’s SAN extension needs.
Provide a detailed design report documenting the SAN
extension configurations, such as physical and logical
topology, addressing, interface and switch configurations.
Assist the Customer in planning and implementation of
advanced SAN extension technologies such as Cisco IO
Accelerator.
Consult with the Customer on best-practice SAN
management solutions for Cisco SAN Extension
topologies.
Provide ongoing design optimization as the Customer’s
needs change and detailed software upgrade impact
analysis for Cisco SAN Extension technologies.
Assist in tuning the performance parameters specific to
the Customer's SAN extension requirements and unique
environment.
SAN Assessment Service for Brocade SANs
o
Conduct a SAN Assessment of the current Brocade SAN
to identify current practices and recommend changes
within the SAN environment, which may include:
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•
Host Content and provide preventative maintenance in
accordance with Cisco’s normal maintenance schedules
and procedures.
•
Analyze issues submitted to Cisco through provided e-mail
alias tkl-support@cisco.com.
o
•
•
Provide technical assistance to Customer as Cisco may
deem necessary to properly provide the Services.
•
Updated Content: Cisco may revise, update and/or
remove previously-released Multimedia Clips and/or
Sidebar Content (“Updated Content”). Cisco will make any
Updated Content available to Customer as a part of the
Services. The Updated Content will exclude the
previously-released Multimedia Clips and Sidebar Content
(where applicable) that the Updated Content was intended
to supersede. Customer should discontinue any use of the
superseded Multimedia Clips and/or Sidebar Content.
Cisco Data Center Services for Operations Enablement
Operations Audit
o A review of current operations processes to provide
recommendations to optimize operation of Cisco
technology (network, storage and compute) to maximize IT
Service availability.
•
Kick off meeting to review service deliverable and
methodology with key Customer stakeholders
•
Schedule and conduct onsite interviews
•
Review and analyze Customer provided documentation
•
Presentation and review describing findings, together with
recommendations for changes to operations processes
that will optimize the operation of Cisco technology to
maximize IT service availability
•
•
•
•
•
•
•
Instrumentation Audit
o
•
•
•
o
•
•
•
•
•
Review current toolset to provide recommendations to
optimize visibility and control of a virtualized data center
environment. Takes a holistic view across all management
tools used across the data center architecture. Areas of
focus may include Event, Incident, Problem, Knowledge,
Service Asset & Configuration, Change, IT Service
Catalog, Performance and Capacity Management,
Automation / Orchestration and Billing & Chargeback
Create a holistic view of the current IT services
management toolset, and operational requirements
Analyze existing toolset’s capability to meet operational
requirements
Presentation and review describing findings, together with
a roadmap for recommended changes to the toolset that
will optimize the visibility and control of the data center
environment
Maximize operations visibility of Cisco devices in the data
center infrastructure by reviewing instrumentation related
configuration and how instrumentation features are being
used. Provide recommendations and leading practices to
maximize operations visibility into the environment.
Analyze device management feature configurations
Ascertain via meetings / interviews / documentation the
instrumentation collection options deployed in the
environment
Presentation and review describing findings, together with
recommendations to further improve operational visibility
into the environment.
Resiliency Analysis
Management Solution Architecture
o
Determine how best to prepare to operate/manage new
Cisco technologies being introduced into the data center
environment. Activities and deliverables may include:
Collaborative onsite and remote Cisco-led, crossfunctional team workshops
Identification of operational requirements
Organization structure diagrams
Roles & responsibilities matrix
Skills matrix
Workflow diagrams
Supporting process documentation
Review of recommendations
•
Provide resiliency analysis across the whole data center
architecture (holistic view). Uses output from individual
network, storage and compute health checks and other
services.
Collect and analyze relevant configuration information
using a variety of collection and analysis tools
Document findings and identify possible risks to
infrastructure resiliency that may impact IT service
availability
Produce Resiliency Improvement Roadmap report
Minor Software Upgrade Support
o
•
•
•
•
Current state review and implementation plan to apply
minor release update to existing operations product toolset
as well as support for the operations toolset
Validate upgrade path for product(s)
Document upgrade plan for Customer
Collaboration with Customer to evaluate the potential
impact of the proposed changes
Review implementation procedures and provide remote
assistance for Customer to resolve problems during
release updates
Major Software Upgrade Support
Operations Support Plan
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o
•
•
•
•
•
•
•
Current state review and implementation plan to execute
major release upgrade to existing operations product
toolset including upgrade support.
Includes upgrade
testing as appropriate.
Validate upgrade path for product(s)
Document upgrade plan for Customer
Collaboration with Customer to evaluate the potential
impact of the proposed changes
Test upgrade / backup-restore function(s) as required
Review the implementation procedures
Provide remote assistance for Customer to resolve
problems with changes during a release update
Recommend a test plan for the upgraded tools before they
are rolled into the production environment
o
o
•
o
•
o
o
o
•
•
Assistance in development / documenting operational runbook(s) or standard operating procedure(s) that addresses
a specific operational or technical procedure for a given
device / technology / IT service
Define operational function(s) and technology(ies) for
which run-book(s) or standard operating procedure(s) will
be produced
Document procedure(s) and/or process(es) for use in
Customer environment
Deliver and review run-book(s) or standard operating
procedure(s with Customer
ITSM Residency
•
An on-site resident Cisco IT Service Management (ITSM)
Subject Matter Expert Consultant will be provided to
supplement Customer personnel and to perform tasks,
which may include:
The typical skill set and role of the Consultant(s) provided
by Cisco to provide ITSM expertise may include:
o
Operational Process or Runbook Update
Participate in and/or facilitate Agile Scrum activities.
Consultant may utilize Customer provided data,
scripts or internal process and tools documentation to
assist in providing consulting support.
o
o
o
Plan, design and/or lead in the development of ITSM
processes identified above.
Facilitate standardization and adoption of ITSM
processes within Customer Operations organization.
Serve as an advisor role to Customer in regards to
operations
excellence
and/or
operations
transformation.
Provide Cisco and industry best practices to
Customer regarding infrastructure and or IT service
operations, including comparison against other
industry operations maturity benchmarks.
Articulate "as a Service” industry practices.
Understanding of the Networking, Data Center and
Cloud technology stack
Understanding of multiple ITSM and development
methodologies which may include eTOM, COBIT,
TOGAF and DevOps as well as ITIL.
Cisco Data Center Intelligent Automation Services
The Cisco Intelligent Automation (IA) Services will provide the
following services for individual products that are part of IA
product portfolio - services for individual products may vary for
each theater and will be determined by each theater delivery
lead.
Upgrade Assessment/Support
o
o
o
o
o
o
Provides targeted consulting support as directed by
Customer during Customer’s normal business hours.
After hours support available upon mutual agreement
within scope of engagement
Consult with Customer staff to develop an
understanding of Customer’s ITSM process and tools
design and implementation, with a focus on concerns
in focus areas such as change management, release
& deployment management, transition planning &
support, service & validation testing, knowledge
management,
incident
management,
problem
management and continual service improvement.
Participate in on-site meetings and periodic
conference calls to review Customer’s ITSM status,
planning and the IT Services being provided.
Monitor a Customer-specific Cisco email alias to
facilitate communication with Cisco designated
Services team
Identify deliverables necessary for successful service
transition to Operations.
Participate in extended team status calls and planning
meetings.
The Cisco Intelligent Automation (IA) Services will provide
assessment and support services to determine the impact and
effort associated with upgrading Customer’s existing
production instance from version XXXX.x to version XXXX.x
Cisco will consult with Customer via a series of meetings to
understand and analyze aspects of Customer’s current
environment.
Upgrade Assessment activities may include:
§
Review Customer’s existing production functionalities,
including standard product configurations, integrations and
customizations to determine the actions needed to
maintain the existing functionality.
§
Review current platform and hardware components to
ensure accurate sizing
Includes platform matrix validation
Assess program growth and expansion
o
o
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§
Review new product features, product changes, benefits
with Customer describing differences between existing
and new application software versions and assess impact
on existing configurations including potential fitness for
use with Customer’s existing implementation
administrators responsible for the configuration, administration
and maintenance of IA product implementation. It provides
expert help to ensure day-to-day data center orchestration
infrastructure operations using various IA products run
smoothly and efficiently, with stable and scalable operations.
§
Document the applicability, effort and changes associated
with utilizing new features and functions that are part of
the new IA software release.
Cisco will provide remote support for the following activities
that are generally performed:
§
Review customizations, integrations and assess needed
changes to ensure continued compatibility and
performance.
§
Devise plan documenting findings and recommendation
that includes one or more of:
o
Detailed impact, recommended strategy and estimate the
level of effort required to complete the upgrade.
Review of Customer’s project staffing capabilities and
available resources/skill sets.
Plan and effort to remedy any issues uncovered during
review process.
Contingency and rollback plans to restore the software to
its original version
Plan and effort to utilize new desired product features.
Interactive presentation of findings, analysis, and
recommendations.
Recommend a plan and effort to remedy any issues
uncovered during review process.
•
•
•
•
•
o
o
o
o
o
o
Once per year, Cisco may provide Customer with following
upgrade
support
service(s)
to
upgrade
production
environment(s).
Upgrade Support activities may include:
§
Assist in upgrading to IA product XXXX.X environment
§
Work with a third party, providing planning and resourcing
for third party integration and product customization,
where the Customer has engaged the third party and the
Customer is paying for the third party engagement.
§
Establish best practices for planning and running a IA
product upgrade
§
Analyze issues encountered and help categorize them into
enhancements, deployment issues, and product defects
Support Customer during the test execution
§
§
Support Customer in migrating Test and Production
environment
§
Executing on any post-production support activities, as
defined during scoping of Upgrade Project.
Site and Systems Administration Support
The Cisco Intelligent
Administration Support
Automation Site and
service is designed
Systems
for site
Monitoring of system activity
Understanding and managing system growth
Review existing monitoring and reporting capabilities and
provide expert analysis and insights that addresses
technical health of Customer’s orchestration infrastructure
Participate in system build and document the configuration
of the system
Document best practices for disaster recovery
Ongoing Support
Provide advanced technical support through a combination of
onsite and/or remote technical architects
o
o
o
o
o
Provide periodic review of environments
Perform system health check reviews
Performance reviews
Liaise with TAC on support issues related to
customizations or integration points
Ongoing, onsite consulting support in the form of a
designated engineer (“Advanced Services Engineer”)
onsite at Customer’s designated location to act as the
primary interface with Customer, providing general advice
and guidance related to Customer’s IA environment, up to
five days per week (pending local work restrictions) during
Standard Business Hours excluding Cisco holidays, locally
recognized country holidays, vacation, and training
days. Customer directed tasks to be performed by the
Advanced Services Engineer are subject to Cisco
approval, which shall not be unreasonably withheld.
Onsite IA Consulting Support is only available to certain
geographic locations and will be specified in the Quote for
Services.
Cisco Intelligent Automation for Cloud
Upgrade Assessment/Support
The Cisco Intelligent Automation for Cloud (Cisco IAC) will
provide assessment and support services to determine the
impact and effort associated with upgrading Customer’s
existing Cisco IAC production instance from version XXXX.x to
version XXXX.x. Cisco will consult with Customer via a series
of meetings to understand and analyze aspects of Customer’s
current Cisco IAC environment.
Once per year, Cisco may provide Customer with following
Cisco IAC Health Check service(s) to production and/or nonproduction Cisco IAC environment(s).
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o
o
Review current configuration of Cisco IAC solution as part
of a periodic examination of post deployment, or audited,
environments, that require additional examination guided
by Customer needs and concerns. Cisco IAC Health
Checks are structured to service instances within a single
data center environment. Periodic activities may include:
o
o
o
o
o
o
o
Review and analysis of Cisco IAC solution’s including
standard product configurations, integrations and
customizations
Review current platform and hardware components to
understand any sizing and product compatibility
issues with third party applications.
Develop report on the environment as evaluated
against best practices and expected server response
times.
Plan and effort to remedy any issues uncovered during
review process.
Contingency and rollback plans to restore the software to
its original version
Plan and effort to utilize new desired product features.
Interactive presentation of findings, analysis, and
recommendations.
Recommend a plan and effort to remedy any issues
uncovered during review process.
Once per year, Cisco may provide Customer with following
upgrade support service(s) to upgrade production Cisco IAC
environment(s).
§
Assist in upgrading to Cisco IAC XXXX.X environment
including third party integration and product customization
§
Establish best practices for planning and running a Cisco
IAC system upgrade
Once per year, Cisco may provide Customer with following
upgrade assessment service(s) to upgrade production and/or
non-production Cisco IAC environment(s).
§
Analyze issues encountered and help classify them into
enhancements, deployment issues, and product defects
Support Customer during the test execution
§
§
Support Customer in migrating Test and Production
environment
§
Executing on any post-production support activities, as
planned.
§
Review Customer’s existing production functionalities,
including standard product configurations, integrations and
customizations to determine the actions needed to
maintain the existing functionality.
Review current platform and hardware components to
understand any sizing and product compatibility issues
with third party applications.
§
Review new product features, product changes, benefits
with Customer describing differences between existing
and new application software versions and assess impact
on existing configurations including potential fitness for
use with Customer’s existing implementation
§
Review customizations, integrations and assess needed
changes to ensure continued performance.
§
§
Determine the feasibility, effort and risk associated with
utilizing new features and functions that are part of the
upgraded Cisco IAC software.
Complete review sessions with Customer’s project team
on their steps taken to date and current status, resulting in
an assessment of recommended next steps and upgrade
plans.
§
Site and Systems Administration Support
The Cisco Intelligent Automation for Cloud (CIAC) Site and
Systems Administration Support service is designed for site
administrators responsible for the configuration, administration
and maintenance of Cisco IAC implementation. It provides
expert help to ensure day‐to‐day data center orchestration
infrastructure operations using Cisco IAC run smoothly and
efficiently, with stable and scalable operations.
Cisco will provide remote support for the following activities
that are generally performed:
•
•
•
•
§
Devise a plan documenting findings and recommendation
that include:
•
o
Detailed impact, recommended strategy and estimate the
level of effort required to complete the upgrade.
Review of Customer’s project staffing capabilities and
available resources/skill sets.
•
o
•
•
Perform site administration that includes site settings,
custom styles and authorization structures
Creating and managing organization units, people, queue
and groups
Configuration management best practices and overview of
service catalog
Troubleshooting services such as role and permission
issues
Provide architecture support that includes deployment
topology and platform support, directory integration as
appropriate
Manage configuration files for web server, application
server, data sources and logging
Provide periodic reporting and analytics
Ongoing maintenance tasks such as tuning system and
database for application performance, catalog governance
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and managing cross-environment migration, monitoring
and troubleshooting tools/techniques
vacation, and training days. Customer directed tasks to be
performed by the Advanced Services Engineer are subject
to Cisco approval, which shall not be unreasonably
withheld. Onsite IA Consulting Support is only available to
certain geographic locations and will be specified in the
Quote for Services.
Ongoing Support
This service will provide support to assist Customer with
general advice and guidance on Cisco recommendations
around Cisco IAC solution to implement fully featured private,
public or hybrid cloud solutions that include Customer-specific
cloud portals, service catalogs, and orchestration workflows to
transform the automation capabilities in a wide spectrum of
existing Customer IT infrastructures, addressing the
management automation requirements.
This consulting role complements expertise and activities
already provided and available as part of other Cisco
Advanced Services. This service provides a Cisco consultant
with specialist Cisco IAC knowledge as part of the Customer’s
team to participate in and advise on all aspects of fully
leveraging the Customer’s investment in Cisco IAC products.
A Quarterly Business Review is conducted to plan how best to
use Ongoing Support in the following quarter and review how
effective the support has been in the previous quarter.
This service will include support and technical leadership from
an Advanced Services Engineer available for five (5) days per
week (pending local work restrictions) during Normal Business
Hours excluding Cisco holidays, locally recognized country
holidays, vacation, and training days.
Cisco Network Operations Automation Services
The Cisco Network Operations Automation Service is intended
to automate proactive and reactive network operations tasks,
integrating Cisco best practices with the Customer’s
operational process and tool environment. This service is
intended to supplement a current maintenance agreement for
Cisco products and is only available where all Product(s) in
Customer’s Network is supported with a minimum of core
services (such as SMARTnet and/or Software Application
Services) as applicable.
Upgrade Assessment/Support
The Cisco Network Operation Automation Service (CNOAS)
will provide assessment and support services to determine the
impact and effort associated with upgrading Customer’s
existing CNOAS solution to appropriate new version. Cisco will
consult with Customer via a series of meetings to understand
and analyze aspects of Customer’s current CNOAS
Environment. Cisco will provide assessment services to:
Designate an engineer (“Advanced Services Solution
Architect”) to act as the primary interface with Customer for its
data center management automation requirements.
o Participate in regular visits to the Customer either via
phone, email or in-person to review proactive deliverables
and activities and to plan for next quarter.
o
o
Participate in periodic conference calls (usually weekly) to
review Customer’s data center status, planning and the
Services being provided.
o
o
Monitor a Customer-specific Cisco email alias to facilitate
communication with primary Advanced Services Engineer
as well as the engineers on the Cisco’s Data Center team.
o
o
Make collaboration tools available for the purposes of
(including but not limited to): hosting meetings, managing
documentation, instant messaging, desktop sharing, and
collaborative spaces.
Optionally, provide ongoing, onsite consulting support in
the form of a designated engineer (“Advanced Services
Engineer”) onsite at Customer’s designated location to act
as the primary interface with Customer, providing general
advice and guidance related to Customer’s IA
environment, up to five days per week (pending local work
restrictions) during Standard Business Hours excluding
Cisco holidays, locally recognized country holidays,
o
o
o
o
o
o
o
Review Customer’s existing production functionalities,
including standard product configurations, integrations and
customizations to determine the actions needed to
maintain the existing functionality.
Review current platform and hardware components to
understand any sizing and product compatibility issues
with third party applications
Review new product features, product changes, benefits
with Customer describing differences between existing
and new application software versions and assess impact
on existing configurations including potential fitness for
use with Customer’s existing implementation
Review customizations, integrations and assess needed
changes to ensure continued performance.
Determine the feasibility, effort and risk associated with
utilizing new features and functions that are part of the
upgraded CNOAS software.
Complete review sessions with Customer’s project team
on their steps taken to date and current status, resulting in
an assessment of recommended next steps and upgrade
plans.
Devise a plan documenting findings and recommendation
that include:
Detailed impact, recommended strategy and estimate the
level of effort required to complete the upgrade.
Review of Customer’s project staffing capabilities and
available resources/skill sets.
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o
o
o
o
o
•
o
o
o
o
o
o
o
•
•
•
•
•
•
o
o
•
Plan and effort to remedy any issues uncovered during
review process.
Contingency and rollback plans to restore the software to
its original version
Plan and effort to utilize new desired product features.
Interactive presentation of findings, analysis, and
recommendations.
Recommend a plan and effort to remedy any issues
uncovered during review process.
Once per year, Cisco may provide Customer with following
upgrade service(s) on site for up to a maximum of five (5)
business days to upgrade non-production CNOAS
environment(s):
Provide one (1) upgrade for each non-production CNOAS
element(s)
Provide testing of upgraded environment by executing one
(1) of each software element and one (1) of each
agent/adapter to be used in the CNOAS solution. Support
Customer during the test execution
Provide fix of any corruptions found during the validation
Provide one (1) knowledge transfer session for up to a
maximum of twelve (12) Customer participants at
Customer facility, for up to one (1) day
Test upgrade and the differences between the prior
CNOAS version and the upgraded CNOAS version
Reach
agreement on the actual location and the
commencement date for the knowledge transfer session
within five (5) business days prior to the start of the
upgrade engagement
Once per year, Cisco may provide Customer with an
provide the following upgrade service(s) on site for up to a
maximum of five (5) business days to upgrade production
CNOAS environment(s):
Provide one (1) upgrade for each production CNOAS
element(s)
Provide testing of all Production CNOAS Fault tolerant
environment elements (Primary Master, Backup Master
and Fault Monitor)
Provide fix of any corruptions found during the validation
Provide upgrade of up to five (5) desktop client(s) in
production environment
Provide cut over support for each upgraded production
environment(s)
Provide post go live support for up to 10 business days
and assist in resolving any upgrade related issues during
go live.
Once per year, Cisco may provide workflow customization
for mutually agreeable Customer pain points identified for
up to 5 workflows within up to a maximum of five (5)
business days per workflow
Once per year, Cisco may provide the following upgrade
service(s) on site for both production and non-production
CNOAS environment(s) mentioned above for up to a
maximum of five (5) business days:
For each environment that is candidate for upgrade,
provide health and risk assessment of Customer
environment for the current CNOAS configuration,
architecture, operating system (OS), database (DB), and
workflows in CPO
•
Review and provide recommendation on Customer
developed contingency plan
•
Provide fix of any corruptions found during the validation
•
Provide testing of upgraded component connectivity (CPO,
database, adapters, targets)
The quantity of any reporting and efforts for upgrade and
assessment activities described herein will vary depending on
Customer requirements and what Customer and Cisco
mutually agree upon when Services are purchased as
identified in the Quote provided by Cisco.
Site and Systems Administration Support
•
•
•
•
•
•
•
•
•
•
•
Cisco will consult with Customer to support Site and
System administration that is process of maintaining and
operating computer systems and networks as part of
CNOAS solution (CPO, database, adapters, targets).
Cisco will provide support for the following responsibilities
that are generally performed:
Perform routine audits of CNOAS solution
Perform backups of CNOAS solution
User management and user security administration such
as add, remove, or update user account information, reset
passwords, etc.
Tune system performance
Routine tasks to operate the CNOAS solution
Provide architecture blueprint for CNOAS solution
Participate in system build and document the configuration
of the system
Implementation of approved operating system updates,
patches, and configuration changes
Provide knowledge transfer of CNOAS Best Practices
Provide periodic status report to management on tasks
delivered and recommendations
The quantity of any reporting and efforts for site and system
administration activities described herein will vary depending
on Customer requirements and what Customer and Cisco
mutually agree upon when Services are purchased as
identified in the Quote provided by Cisco.
Ongoing Support
This service will provide support to assist Customer with
general advice and guidance on Cisco recommendations
around CNOAS solution. A maximum of twenty (20) custom
workflows support will be provided.
•
•
Designate an engineer (“Advanced Services Engineer”) to
act as the primary interface with Customer for its CNOAS
solution. This engineer would be available for five (5) days
per week (pending local work restrictions) during Normal
Business Hours excluding Cisco holidays, locally
recognized country holidays, vacation, and training days.
Participate in regular visits to the Customer either via
phone, email or in-person to review proactive deliverables
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•
•
•
•
•
and activities and to plan for next quarter. In-person visits
not to exceed five (5) days in aggregate. Additional visits
will be mutually agreed at Cisco’s then-current travel and
labor rates.
Ongoing support service’s scope focuses on content and
Cisco recommendations around CNOAS solution
Participate in periodic conference calls (usually Bi-weekly
or Monthly) at mutually agreeable time for an hour to
review Customer’s CNOAS solution status, address
questions, planning and the services being provided.
Monitor a Customer-specific Cisco email alias to facilitate
communication with primary Advanced Services Engineer
as well as the engineers on the Cisco’s CNOAS team.
Respond to Customer emails within 24-48 hours with
acknowledgement and start working with Customer on the
plan to address the topic of the email.
Advanced Services Engineer will provide general advice
and guidance to lead the delivery of the CNOAS solution
ordered by Customer.
Make collaboration tools available for the purposes of
(including but not limited to): hosting meetings, managing
documentation, instant messaging, desktop sharing, and
collaborative spaces.
The quantity of any reporting and efforts for ongoing activities
described herein will vary depending on Customer
requirements and what Customer and Cisco mutually agree
upon when Services are purchased as identified in the Quote
provided by Cisco.
o
Ongoing Service and Project Management Support
o
Prepare & Present QBR
o
Schedule with Customer up to four (4) quarterly visits per
year (not to exceed eight (8) days in aggregate) to
Customer's site to review Deliverables and activities and
plan for the next quarter. Additional visits will be mutually
agreed upon at Cisco’s then-current travel and labor rates.
Assessment
o
•
o
o
•
o
o
o
o
o
o
Workshop
o
o
Conduct a workshop for up to two (2) working days with
business and IT stakeholders to identify pain points in
Customer’s network environment.
Review with Customer their network’s current capabilities
and discuss possible capabilities with help of CNOAS
Provide ongoing support and project management to
assist with the overall delivery of the Data Center
Optimization Service for incremental changes to the
CNOAS environment.
Cisco Workload Automation Services
Custom Solution Support - Day 2 Reactive
Upon identification of a problem related to Customer solution
and receipt of an error report from Customer containing a
detailed description of the nature of the defect or error in the
solution, the conditions under which it occurs and other
relevant information sufficient to enable Cisco to reproduce the
error in order to verify its existence and diagnose its cause,
Cisco will use reasonable commercial efforts to furnish
Customer an avoidance procedure, bypass, work-around or
patch to correct or alleviate the condition reported
solution that allows the team to identify the desired
automation goals and objectives. The workshop plays a
vital tool for generating recommendations that optimize the
value gained from the automation process and provide a
technical blueprint.
Document findings including any gaps and recommended
actions for the CNOAS solution workflow development for
automation process.
Once per year, Cisco will provide Customer with an
product-based assessment to facilitate proper changes in
the existing environment, which may include:
Provide server side and application assessment of the
Customer environment by performing detailed analysis of
the following topics and provide recommendation:
Application Assessment - Current job setup, Security,
Events/Actions, Notification Process, Variable usage,
Global Configuration, Default Configuration, Job activity
view and its usage efficiency, Queues and agent outage
management
Server/Hardware Assessment - Hardware setup and
server application, Supporting software prerequisites,
Database usage and growth, All TES components, Client,
Master, Agents and Database
Provide system health check services for the Tidal
Enterprise Scheduler. Health check will include the
following items:
Tidal Enterprise Scheduler Architecture
Assessing the existing staff supporting the TES application
and provide training recommendations
Existing Jobs setup and processes defined in TES
Provide recommendations to adhere to best practices
Provide Tidal server tuning recommendation based on
application performance, job volume, and user interaction
The quantity of any reporting and efforts for assessment
activities described herein will vary depending on
Customer requirements and what Customer and Cisco
mutually agree upon when Services are purchased as
identified in the Quote provided by Cisco.
Upgrade Assessment/Support
•
Once per year, Cisco may provide Customer with the
following upgrade service(s) on site for up to a maximum
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o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
•
of four ( 4) business days to upgrade non-production Tidal
Enterprise scheduler Environment (TES) environment(s):
Provide one (1) upgrade for each non-production TES
environment (s)
Provide database integrity validation using Cisco
proprietary internal database corruption checker tool
(DBCC) for each upgraded TES environment
Provide health check and risk assessment of Customer
environment for the current TES configuration,
Provide fix of any corruptions found during the validation
Provide upgrade or installation of client manager in non
production environment
Provide testing of upgraded component connectivity
(master, database, agents, adapters, client managers)
Provide testing of upgraded environment by executing one
(1) of each job type and one (1) of each agent/adapter
type defined. Support Customer during the their test
execution
Provide one (1) knowledge transfer session for up to a
maximum of twelve (12) Customer participants at
Customer facility, for up to one (1) day consisting of
information concerning the following topics:
Test upgrade and the differences between the prior TES
version and the upgraded TES version
Tidal Transporter upgrade new features and best practices
if applicable.
Reach
agreement on the actual location and the
commencement date for the knowledge transfer session
within five (5) business days prior to the start of the
upgrade engagement
Once per year, Cisco may provide Customer with the
following upgrade service(s) on site for up to a maximum
of seven (7) business days to upgrade production Tidal
Enterprise scheduler Environment (TES) environment(s):
Provide one (1) upgrade for each production TES
environment(s)
Provide database integrity validation using Cisco
proprietary internal database corruption checker tool
(DBCC) for each upgraded TES environment
Provide health check and risk assessment of Customer
environment for the current TES configuration,
Provide fix of any corruptions found during the validation
Provide testing of all Production TES elements (Primary
Master, Backup Master and Fault Monitor if applicable)
Provide upgrade or installation of client manager in
production environment
Provide cut over/post go live support for each upgraded
production environment(s)
The quantity of any reporting and efforts for upgrade
assessment/support activities described herein will vary
depending on Customer requirements and what Customer
and Cisco mutually agree upon when Services are
purchased as identified in the Quote provided by Cisco.
Site and Systems Administration Support
•
o
o
o
o
o
o
o
o
•
Cisco will consult with Customer to support the TES
application. Cisco will provide support for the following
responsibilities that are generally performed:
Fine Tune TES master /components
Provide knowledge transfer of TES Best Practices for
History and log retention settings, Jobs alerts and
notifications, security administration, job setup.
Job setup and maintenance of jobs and schedules
Perform routine tasks to operate the Workload Automation
Solution
Provide architecture blueprint for Workload Automation
Solution.
Implementation of approved operating system updates,
patches, and configuration changes
Provide training for the following: Intermediate, Advanced,
Administrator, Operator
Provide periodic status report to management on tasks
delivered and recommendations
The quantity of any reporting and efforts for site and
systems administration support activities described herein
will vary depending on Customer requirements and what
Customer and Cisco mutually agree upon when Services
are purchased as identified in the Quote provided by
Cisco.
Ongoing Support
Designate an engineer (“Advanced Services Engineer”) to act
as the primary interface with Customer for its Tidal Enterprise
Scheduler solution. This engineer would be available for five
(5) days per week (pending local work restrictions) during
Normal Business Hours excluding Cisco holidays, locally
recognized country holidays, vacation, and training days.
•
•
•
•
•
Participate in regular discussion with the Customer either
via phone or email to review proactive deliverables and
activities and to plan for next support session.
Ongoing support service’s scope focuses on content and
Cisco recommendations around Tidal Enterprise
Scheduler solution
Participate in periodic conference calls (usually Bi-weekly
or Monthly) at mutually agreeable time for an hour to
review status, address questions, planning and the
services being provided.
Monitor a Customer-specific Cisco email alias to facilitate
communication with primary Advanced Services Engineer
as well as the engineers on the Cisco’s Tidal Enterprise
Scheduler team. Respond to Customer emails within 2448 hours with acknowledgement and start working with
Customer on the plan to address the topic of the email.
Advanced Services Engineer will provide general advice
and guidance to lead the delivery of the Tidal Enterprise
Scheduler solution ordered by Customer.
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•
Make collaboration tools available for the purposes of
(including but not limited to): hosting meetings, managing
documentation, instant messaging, desktop sharing, and
collaborative spaces.
The quantity of any reporting and efforts for ongoing activities
described herein will vary depending on Customer
requirements and what Customer and Cisco mutually agree
upon when Services are purchased as identified in the Quote
provided by Cisco.
Custom Design Day 2 Reactive Support
•
•
This service applies to applications that have been
developed by Cisco in a previous service
Upon identification of a problem related to the Customer
solution and receipt of an error report from Customer
containing a detailed description of the nature of the defect
or error in the solution, the conditions under which it
occurs and other relevant information sufficient to enable
Cisco to reproduce the error to verify its existence and
diagnose its cause, Cisco will use reasonable commercial
efforts to furnish Customer an avoidance procedure,
bypass, work-around or patch to the Cisco-developed
application to correct or alleviate the condition reported.
Discovery and Information Gathering
The remote energy discovery process is a low cost way for a
Cisco field team and Customer uncover a high level ROI for
implementing a new energy management system.
This
financial analysis can be presented remotely or on day 1 of onsite workshop. This is a high-level energy discovery typically
for a subset of the larger IT architecture.
•
•
•
•
•
•
•
•
The on-site energy discovery process provides for a detailed
ROI for implementing a new energy management system. This
financial analysis is presented remotely during the assessment
period. This is a low-level energy discovery typically for the
larger IT architecture.
•
•
•
•
Connected Grid Energy Optimization Service (“EOS”)
Service Summary
Connected Grid Energy Optimization Service provides for
optimization of the use of energy by the information and
communication technology infrastructure. This software based
system leverages Cisco EnergyWise and provides for costs
and greenhouse gas savings related to the energy usage of IT
systems.
•
•
Collaborate with the Customer to remotely collect and
document
Customer’s
communicated
business
requirements to be used by the high-level network design.
The Customer requirements may include:
o
Energy Management features and
required to meet business objective.
o
Review and analyze the existing Network, Compute and
Storage architectures for performance, IT and building
load analysis, Hardware and Software, energy reporting
and management.
•
Provide and maintain a Customer Requirements
Document (“CRD”) that contains Customer requirements,
collected data, information, observations, and the results
of the high level analysis during the duration of the service.
functionality
Discovery and Information Gathering / On-site
Site Inventory Discovery / On-site
Requirements gathering & analysis / On-site
Detailed IT and Facilities Components Assessments / Onsite
Collaborate with Customer to determine Future State
Design / On-site
Assist the Customer in the creation of its high level Energy
Management System design and as part of the
collaboration:
•
Review and assist Customer the high-level Network
architecture and topology design.
•
Identify integration and aggregation points for energy
domains across Building Management Systems, Network,
Compute and Storage.
•
Review Customer designs for IT System application
environment, access requirements, efficiency metrics,
reporting capabilities, hardware tiering, hardware
compliance and configuration provide recommendations.
•
Financial modeling and analysis across facilities and IT
operations showing ROI and projected savings by
business unit. / onsite
Customer Requirements Document (“CRD”) Development
•
Discovery and Information Gathering / Remote Access
Required
Requirements Gathering and Discovery / Remote
Asset Inventory Transfer / Remote
Qualification and Evaluation / Remote
Mechanical, Electrical, Floor Plans Transfer / Remote
Presales Coordination / Remote
Discovery and Information Gathering / Remote Access
Required
Provide a site survey report detailing the results of the
energy discovery tool.
are
Energy Management Assessment
The Energy Management tools and processes involve the
installation and integration of a new energy management
application. This application provides the Customer with an
active tool to manage the energy usage of IT assets.
Furthermore, the reporting and tracking of energy use is
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supported. The final deliverable document includes the cost
justification for the system, initial findings and user guide for
the energy management system.
•
Provide periodic project progress report throughout the
performance of service.
•
Provide Customer satisfaction surveys to Customer.
Data Aggregation, Domain Building, Reporting Templates
Planning (Requirements, Assessment, Architecture)
Design
&
Build
(Solution
Design,
Integration,
Implementation)
Expense Assessment (Operational & Architectural
Assessment)
Run & Optimize (Deployment Planning, Operational
Assessment, Optimization)
IT assets utilization mapping
Efficiency Metrics Calculations
Energy Management Strategy
Energy Management Report Compilation
Provide Customer Report - Executive Presentation
•
Ensure Cisco employees (including Cisco subcontractors)
conform to Customer’s reasonable workplace policies,
conditions and safety regulations that are consistent with
Cisco’s obligations herein and that are provided to Cisco in
writing prior to commencement of the Services; provided,
however, that Cisco’s personnel or subcontractors shall
not be required to sign individual agreements with
Customer or waive any personal rights.
•
Supply Cisco project team personnel with a displayable
form of identification to be worn at all times during services
activities at Customer’s facility.
•
Cisco reserves the right to determine which of its
personnel shall be assigned to a particular project, to
replace or reassign such personnel and/or subcontract to
qualified third persons part or all of the performance of any
Connected Grid Energy Optimization Service hereunder.
Should Customer request the removal or reassignment of
any Cisco personnel at any time; however Customer shall
be responsible for extra costs relating to such removal or
reassignment of Cisco personnel. Cisco shall not have
any liability for any costs, which may occur due to project
delays due to such removal or reassignment of Cisco
personnel.
•
•
•
•
•
•
•
•
•
•
Energy Management Support and Knowledge Transfer
Once the energy assessment is complete, the Cisco service
team will work with the Customer to develop a new energy
management program. This program focuses on providing
Energy as a Service (Eaas) for energy managers and IT
operators. This program and training that is provided by Cisco
have the following attributes:
•
•
•
•
•
•
•
User training workshops
Recommendations of organizational structure
Recommendations on programmatic structure
Reporting templates for compute, network and storage
assets
Data feed for data center digital signage
Report showing projections on energy savings over 3 year
period for single data center
Report showing projected savings for additional sites as
provided by client
Cisco shall provide the following General Service provisions for
any Connected Grid Energy Optimization Service specified in
the Quote:
•
Under this Service, Cisco shall provide the Connected
Grid Energy Optimization Service during Standard
Business Hours, unless stated otherwise.
•
Provide a single point of contact ("Cisco Project Manager")
for all issues relating to the Services.
•
Participate in regularly scheduled meetings with the
Customer to discuss the status of the Services.
•
Define and execute change management process which
includes informing Customer of risks and negotiating
changes to the schedule and the budget based upon the
agreed upon changes.
•
Maintain project plan and risk management and change
management processes.
•
Manage project cost and resource budget.
Project Completion
•
•
Work with Customer to remove Data Collection Tool
from server.
Delete Customer account on cloud consumption web
portal.
Cloud Onboarding Automation Factory
Ongoing Service and Project Management Support
o
Provide ongoing support and project management to
assist with the overall delivery of the Cloud Onboarding
Migration as a Service for use of the automated migration
as a service tool.
Knowledge Transfer
o
Cisco will consult with Customer to identify requirements
and topics for informal training sessions related to Cisco
Cloud Onboarding Migration as a Service solution. Remote
Knowledge Transfer Sessions are:
§
Delivered in English (other languages subject to
availability)
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§
§
§
§
Informal technical updates such as a “chalk talk” on a
topic that is mutually agreed upon and relevant to the
technologies in the data center.
Service to be provided by an Advanced Services
Engineer or another senior Cisco engineer.
Delivered remotely for up to four (4) hours in length,
with no labs and no printed course materials
Relevant to the Cloud Onboarding Migration as a
Service solution – as deployed in Customer’s data
center
Usage of Automated Workload Migration Toolset
o
Provide ability for Customer to perform migrations via the
Cisco cloud onboarding automated migration as a service
tool.
o
The maximum number of migrations allowed is specified at
time of order,
Day 2 Data Center Custom Workflow
The Day 2 Data Center Custom Workflow Service provides
Customer with ongoing reactive support for custom workflow
developed as part of the solution in existing network
environment.
Cisco IAC Day 2 Custom Workflow Support
Cisco IAC Day 2 Reactive Workflow Support Service includes
support of Cisco for the duration of the service contract.
Services include:
•
Ongoing Tool Support
o
-
Provide ongoing support for technical issues encountered
during usage of the Cisco cloud onboarding automated
migration as a service tool. This will be limited to providing
support around technical issues encountered during usage
of the tool but not including migration challenges.
Provide ongoing support to assist with workload migration
issues encountered as output from the Cisco cloud
onboarding automated migration as a service tool. This
will be limited to providing support around migration issues
encountered during and after usage of the tool but not
including technical support issues.
o
Provide ongoing support to assist with migration tasks still
remaining after usage of the cloud onboarding automated
migration as a service tool, including for example target
workload related configuration tasks, data transfer, and
workload installation and instantiation tasks
Provide support via Cisco.com, telephone, or electronic
mail, as appropriate, during Standard Business Hours.
•
Designate a single point of contact for all Cisco
communication during the problem resolution period. This
person would have access to engineers familiar with the
Cisco IAC Custom Workflow, who will provide support and
basic problem resolution services to Customer and
respond to Customer's requests. This person has the
authority to act on all aspects of the work being performed.
•
Upon request from Customer, Cisco will access
Customer’s system via remote network connection to
analyze problems. This is done with Customer’s
permission only, and Cisco personnel will access only
those systems authorized by Customer. Cisco may
provide Customer with Cisco software to assist with
problem diagnosis and/or resolution. Such Cisco software
is the property of Cisco and will be returned to Cisco
promptly upon request.
•
Cisco will work with the Customer to capture data about
the current environment and
Upon identification of a
problem related to custom workflow and receipt of an error
report from Customer containing a detailed description of
the nature of the defect or error in the workflow, the
conditions under which it occurs and other relevant
information sufficient to enable Cisco to reproduce the
error in order to verify its existence and diagnose its
cause, Cisco will guide the Customer to a fix in terms of an
avoidance procedure, bypass, work-around or patch to
correct or alleviate the condition reported. Cisco will
identify if problem can be fixed by Cisco or provide
guidance to Customer that it requires third party to resolve
Systems Integration Support
o
o
o
Provide ongoing support and advice to aid integration of
the cloud onboarding automated migration as a service
tool with Customer operational support systems. This will
be limited to providing advice and guidance on integration
options and design, and will not include implementation
work.
Work with a third party, providing planning, advice and
guidance for third party integration with the cloud
onboarding automated migration as a service tool, where
the Customer has engaged the third party and the
Customer is paying for the third party engagement.
Provide advice and guidance with respect to new releases
of the cloud onboarding automated migration as a service
tool and the impact of such new releases on existing third
party integrations.
Cisco will respond within four (4) hours for Severity 1
and Severity 2 calls and within twenty four (24) hours
for Severity 3 and Severity 4 after Cisco TAC
identifies that problem is related to custom workflow
for all calls outside Standard Business hours.
•
Migration Support
o
Cisco will respond to Customer with the following
response time for support calls and it was clearly identified
by Cisco TAC that problem is related to the custom
workflow developed and put in production by Cisco.
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the issue related to their third party solution or provide
guidance to Customer that problem resolution requires
feature enhancements (may not be part of the scope of
this service contract) to resolve the issue.
•
Once the Cisco IAC custom workflow related problem is
fixed by Cisco, Cisco would, perform testing against the
Customer provided Verification Test Plan to show full
functionality in accordance with the Verification Test Plan.
Extent of testing within the Verification Test Plan is
decided by Cisco to focus on problem at hand and based
on Customer’s environment.
•
Provide the results of the testing to the Customer.
•
If such fix requires any software upgrade/updates then
Cisco will provide instructions on how to retrieve such
software.
•
Assist the Customer in communicating the problem to the
third party vendor and facilitating any required follow-up
with the third party when problem involves third party
software as part of Cisco delivered solution.
•
Recreate the problem in Cisco’s own lab environment to
isolate the problem and provide required fixes to the
Customer for problem resolution when necessary.
•
Provide regular update to the Customer once a month or
quarter as agreed with the Customer for Cisco IAC
Custom Workflow problems encountered by Customer.
•
Designate a backup contact when Cisco contact is
unavailable. This person has the authority to act on all
aspects of the work being performed in absence of the
primary contact.
•
Break-fix support for
implemented by Cisco.
Cisco
IAC
custom
•
Provide support via Cisco.com, telephone, or electronic
mail, as appropriate, during Standard Business Hours.
•
Designate a single point of contact for all Cisco
communication during the problem resolution period. This
person would have access to engineers familiar with the
OpenStack Custom Workflow, who will provide support
and basic problem resolution services to Customer and
respond to Customer's requests. This person has the
authority to act on all aspects of the work being performed.
•
Upon request from Customer, Cisco will access
Customer’s system via remote network connection to
analyze problems. This is done with Customer’s
permission only, and Cisco personnel will access only
those systems authorized by Customer. Cisco may
provide Customer with Cisco software to assist with
problem diagnosis and/or resolution. Such Cisco software
is the property of Cisco and will be returned to Cisco
promptly upon request.
•
Cisco will work with the Customer to capture data about
the current environment and problem at hand. Upon
identification of a problem related to custom workflow and
receipt of an error report from Customer containing a
detailed description of the nature of the defect or error in
the workflow, the conditions under which it occurs and
other relevant information sufficient to enable Cisco to
reproduce the error in order to verify its existence and
diagnose its cause, Cisco will guide the Customer to a fix
in terms of an avoidance procedure, bypass, work-around
or patch to correct or alleviate the condition reported.
Cisco will identify if problem can be fixed by Cisco or
provide guidance to Customer that it requires third party to
resolve the issue related to their third party solution or
provide guidance to Customer that problem resolution
requires feature enhancements (may not be part of the
scope of this service contract) to resolve the issue.
•
Once the OpenStack custom workflow related problem is
fixed by Cisco, Cisco would, perform testing against the
Customer provided Verification Test Plan to show full
functionality in accordance with the Verification Test Plan.
Extent of testing within the Verification Test Plan is
decided by Cisco to focus on problem at hand and based
on Customer’s environment.
•
Provide the results of the testing to the Customer.
•
If such fix requires any software upgrade/updates then
Cisco will provide instructions on how to retrieve such
software.
•
Assist the Customer in communicating the problem to the
third party vendor and facilitating any required follow-up
with the third party when problem involves third party
software as part of Cisco delivered solution.
workflow
OpenStack Day 2 Custom Workflow Support
OpenStack Day 2 Custom Workflow Support Service provides
Customer with ongoing reactive support for custom workflow
developed as part of the solution in the Cisco-deployed existing
OpenStack environment.
OpenStack Day 2 Reactive Workflow Support Service includes
support of Cisco for the duration of the service contract.
Services include:
•
Cisco will respond to Customer with the following
response time for support calls and it was clearly identified
by Cisco TAC that problem is related to the custom
workflow developed and put in production by Cisco.
-
Cisco will respond within four (4) hours for Severity 1
and Severity 2 calls and within twenty four (24) hours
for Severity 3 and Severity 4 after Cisco TAC
identifies that problem is related to custom workflow
for all calls outside Standard Business hours.
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•
Recreate the problem in Cisco’s own lab environment to
isolate the problem and provide required fixes to the
Customer for problem resolution when necessary.
•
Provide regular update to the Customer once a month or
quarter as agreed with the Customer for OpenStack
Custom Workflow problems encountered by Customer.
•
Designate a backup contact when Cisco contact is
unavailable. This person has the authority to act on all
aspects of the work being performed in absence of the
primary contact.
•
Break-fix support for
implemented by Cisco.
Application
Services
Centric
OpenStack
Infrastructure
custom
(ACI)
problem diagnosis and/or resolution. Such Cisco software
is the property of Cisco and will be returned to Cisco
promptly upon request.
•
Cisco will work with the Customer to capture data about
the current environment and problem at hand. Upon
identification of a problem related to custom workflow and
receipt of an error report from Customer containing a
detailed description of the nature of the defect or error in
the workflow, the conditions under which it occurs and
other relevant information sufficient to enable Cisco to
reproduce the error in order to verify its existence and
diagnose its cause, Cisco will guide the Customer to a fix
in terms of an avoidance procedure, bypass, work-around
or patch to correct or alleviate the condition reported.
Cisco will identify if problem can be fixed by Cisco or
provide guidance to Customer that it requires third party to
resolve the issue related to their third party solution or
provide guidance to Customer that problem resolution
requires feature enhancements (may not be part of the
scope of this service contract) to resolve the issue.
•
Once the ACI custom workflow related problem is fixed by
Cisco, Cisco would, perform testing against the Customer
provided Verification Test Plan to show full functionality in
accordance with the Verification Test Plan. Extent of
testing within the Verification Test Plan is decided by
Cisco to focus on problem at hand and based on
Customer’s environment.
•
Provide the results of the testing to the Customer.
•
If such fix requires any software upgrade/updates then
Cisco will provide instructions on how to retrieve such
software.
•
Assist the Customer in communicating the problem to the
third party vendor and facilitating any required follow-up
with the third party when problem involves third party
software as part of Cisco delivered solution.
•
Recreate the problem in Cisco’s own lab environment to
isolate the problem and provide required fixes to the
Customer for problem resolution when necessary.
•
Provide regular update to the Customer once a month or
quarter as agreed with the Customer for ACI Custom
Workflow problems encountered by Customer.
•
Designate a backup contact when Cisco contact is
unavailable. This person has the authority to act on all
aspects of the work being performed in absence of the
primary contact.
•
Break-fix support for ACI custom workflow implemented by
Cisco.
workflow
Optimization
Application Centric Infrastructure (ACI) Day 2 Reactive
Custom Workflow Support
The Application Centric Infrastructure (ACI) Day 2 Custom
Workflow Support Service provides Customer with ongoing
reactive support for custom workflow developed as part of the
solution in existing ACI/Nexus 9000 network environment.
ACI Day 2 Reactive Workflow Support Service includes support
of Cisco for the duration of the service contract. Services
include:
•
Cisco will respond to Customer with the following
response time for support calls and it was clearly identified
by Cisco TAC that problem is related to the custom
workflow developed and put in production by Cisco.
-
Cisco will respond within four (4) hours for Severity 1
and Severity 2 calls and within twenty four (24) hours
for Severity 3 and Severity 4 after Cisco TAC
identifies that problem is related to custom workflow
for all calls outside Standard Business hours.
•
Provide support via Cisco.com, telephone, or electronic
mail, as appropriate, during Standard Business Hours.
•
Designate a single point of contact for all Cisco
communication during the problem resolution period. This
person would have access to engineers familiar with the
ACI Custom Workflow, who will provide support and basic
problem resolution services to Customer and respond to
Customer's requests. This person has the authority to act
on all aspects of the work being performed.
•
Upon request from Customer, Cisco will access
Customer’s system via remote network connection to
analyze problems. This is done with Customer’s
permission only, and Cisco personnel will access only
those systems authorized by Customer. Cisco may
provide Customer with Cisco software to assist with
General Support
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o
o
o
o
Establish a Customer-specific Cisco email alias to
facilitate communication with Cisco engineers such as
Advanced Services Engineers, Solution Engineers
and Architects.
Provide certain updates to Software Tools that Cisco
identifies as appropriate for the Workload Automation
solution related tasks during the performance of the
Service, provided that all fees due and owing to Cisco
under this Service Description have been paid.
Software Tools may or may not include Hardware or
Software. Customer acknowledges and agrees that
Cisco shall retain full right, title and interest to the
Software Tools. In addition to Cisco provided tools,
the Advanced Services Consultant may utilize
Customer provided data, scripts, internal or third party
tools to assist in integration of support automation
workflows
Setup a joint collaboration file-sharing location with
Customer to facilitate collaboration and knowledge
exchange related to Service herein.
Cisco may use an email alias, surveys or interviews to
obtain Feedback on the Service.
SAP HANA Optimization
•
•
Provide a detailed report that summarizes recommendations
and findings. The Report may include but is not limited to:
•
Review of Customer’s design requirements, priorities, and
goals
•
Review areas for reduction in complexity
•
Assess and recommend architecture for the Cisco
HyperFlex deployments.
•
Review current initiatives and align with leading practice
deployment methodologies and use cases
•
Assist in identifying additional opportunities to utilize Cisco
HyperFlex capabilities
•
Analysis of impact of new requirements on existing
environment.
•
Develop a recommended architecture and future
deployment roadmap.
HyperFlex Configuration and Performance Audit
Review current configuration of Cisco HyperFlex System.
Cisco
will
examine
this
information
to
provide
recommendations based on leading practice configuration
methodology and technical settings as appropriate. Activities
may include but are not limited to:
•
Review current configuration of SAP HANA components
as part of a periodic examination of post deployment, or
audited, environments, that require additional examination
guided by Customer needs and concerns.
•
Provides a healthcheck in relation to SAP HANA, with the
following activities:
•
o
o
o
o
o
Scheduled quarterly maintenance and upgrade of
HANA appliance components.
UCS firmware, UCS manager, SUSE OS, Internal
Networking, SAP HANA application, storage*
Ad hoc security upgrade support for OS and version
updates to HANA
Operational support and knowledge transfer for HANA
appliance
Expansion of HANA to additional nodes, chassis and
storage
Data Center HyperFlex Services
HyperFlex Architecture Assessment
Consult with data center staff in a series of workshops and
meetings to develop a thorough understanding of Customer’s
Cisco HyperFlex System. Review current design and provide
recommendations with a focus on concerns such as resiliency,
availability and scalability. Cisco will also work with Customer
to optimize architecture and performance for virtual and
physical environments.
•
Investigate peak utilization trends and identify optimal
configuration and architecture to meet these threshold
Identify underutilized assets and recommend optimal
layout
Develop
report
on
performance
optimization
recommendations such as system tuning, virtualized I/O,
protocol optimization, and server response times.
Review technical environment that may include: unified
I/O, management switch, chassis and cabling
configurations for optimum performance.
HyperFlex Leading Practices Audit
Provide a review of leading practices for the Cisco HyperFlex
environment. An evolving Cisco HyperFlex architecture can
help support growth, improve productivity, improve business
processes, and accelerate change in every aspect of your
business
•
Review current Customer Cisco HyperFlex system and
implementation against a list of lab and project- based
leading practice configurations.
•
Align applicable leading practice deployment
configuration options and settings for specific
Customer usage.
•
Discuss areas for increasing architectural resiliency,
availability, flexibility and agility.
HyperFlex Consultant Support
Provide ongoing, onsite Cisco HyperFlex consulting support in
the form of a designated engineer (“Advanced Services
Engineer”) onsite at Customer’s designated location to act as
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the primary interface with Customer, providing general advice
and guidance related to Customer’s Cisco HyperFlex, up to five
days per week (pending local work restrictions) during
Standard Business Hours excluding Cisco holidays, locally
recognized country holidays, vacation, and training days.
Customer directed tasks to be performed by the Advanced
Services Engineer are subject to Cisco approval, which shall
not be unreasonably withheld. Onsite Cisco HyperFlex
Consulting Support is only available to certain geographic
locations and will be specified in the Quote for Services.
supported under this Service Description, capable of
providing Level 1 and Level 2 support.
o
Provide reasonable electronic access (onsite and
remote) to Customer's Network to allow the Advanced
Services Engineer to provide support.
o
Utilize communication and collaboration tool(s)
provided by Cisco. If Customer uses non-Cisco
provided collaboration tools for hosting meetings,
managing documentation, instant messaging, desktop
sharing, and collaborative spaces, provide Cisco with
access.
•
Customer will provide names of users who will have
authorization to access these tools.
Customer will support the implementation of software
required to use tools in their environment.
HyperFlex Health Check
Review current configuration of Cisco HyperFlex System as
part of a periodic examination of post deployment, or audited,
environments, that require additional examination guided by
Customer needs and concerns. Cisco HyperFlex Health
Checks are structured to service instances within a single data
center environment. Periodic activities may include;
•
o
•
•
Review and analysis of virtual machine, server, Network
and storage performance and utilization including
management switch, chassis and cabling configurations.
Develop report on the environment as evaluated against
best practices and expected server response times,
virtualized I/O, and protocol optimization.
Customer Responsibilities
o
o
Designate at least two (2) but not more than six (6)
technical representatives in each area covered under
DC including UCS, Nexus, SAN, L4/7, caching,
server, Operations and automation(tools) who must
be Customer's employees in a centralized Network
support center (Customer's technical assistance
center), to act as the primary technical interface to the
Advanced Services Engineer(s) covering Data Center
technologies. Customer will designate as contacts
senior engineers with the authority to make any
necessary changes to the data center device
configuration.
One individual, who is a senior
member of management or technical staff, will be
designated as Customer’s primary point of contact to
manage the implementation of services selected
under this Service Description (e.g., chair the weekly
conference calls, assist with prioritization of projects
and activities).
Within one (1) year from the commencement of this
Services, Customer will have at least one (1) Cisco
Certified Internetworking Expert ("CCIE") trained
employee or one (1) employee that have achieved, in
Cisco's sole determination, an equal standard through
training and experience as designated contacts.
§
-
-
-
o
Customer's technical assistance center shall maintain
centralized network management for its Network
Data Collection Tools. Customer shall ensure that
such Data Collection Tools or scripts are under lock
and key and with access restricted to those Customer
employee(s) or contractor(s) who have a need to
access the Data Collection Tools and/or a need to
know the contents of the output of Data Collection
Tools. In the event Data Collection Tool provided by
Cisco is Software, Customer agrees to make
appropriate computers available and download
Software as needed. Customer shall remain
responsible for any damage to or loss or theft of the
Data Collection Tools while in Customer’s custody.
Initial Set-up (One Time). If Cisco provides Data
Collection Tools or scripts located at Customer's site,
an initial set-up is required and the following must be
performed:
Complete the Data Collection Tools installation and
system configuration questionnaire(s) (i.e. IP address,
netmask, hostname, etc.) and return to the Advanced
Services Engineer
Install the Data Collection Tools hardware in a secure
area with controlled physical access
Connect the Data Collection Tools hardware to the
Network
Secure the Data Collection Tools behind Customer’s
corporate firewall
Provide access to Data Collection Tools for use by
Cisco to install, troubleshoot, and maintain; for remote
access, SSH, Telnet, and/or dial are options, but
virtual private network (VPN) access to the Graphical
User Interface (GUI) is preferred and recommended
When applicable, provide Data Collection Tools with
HTTPS (SSL) access back to Cisco CCO/CCX
servers
located
at
nettools-upload.cisco.com;
HTTP/FTP/PFTP may be used but Cisco strongly
recommends HTTPS (SSL)
When applicable, provide Data Collection Tools with
SSH to the nettools-upload.cisco.com server to
support the transfer of Data Collection Tools patches,
security patches, and Rules Based Markup Language
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-
-
§
-
-
-
-
(RBML) update packages; FTP may be used but
Cisco strongly recommends SSH
Provide Data Collection Tools with SNMP and
Command Line Interface (CLI) access to all
Product(s) in the Network (necessary to facilitate
collection of inventory and configuration information)
Provide Data Collection Tools with the Network
Product list in seedfile format containing SNMP Read
Only (RO) community string and CLI (vty/enable or
TACACS user-id / password) for access to all
Product(s) in the Network (necessary to create the
Data Collection Tools seedfile)
Provide Syslog server and upload information
Data Collection Tools Management (Ongoing). In the
event Data Collection Tools are installed on
Customer’s Network, the following items must be
performed on a regular or as needed basis to support
the operation of Data Collection Tools in the Network:
Notify Cisco about changes made to the Network
such as Product(s) added/deleted and changes made
to Product credentials
Fix access problems (Access Control List’s, firewall,
etc.) which may periodically occur between Data
Collection Tools and the Product(s) in the Network
When applicable, fix data communication problems
that prevent Data Collection Tools from uploading
data to Cisco or prevent the remote maintenance of
the Data Collection Tools
Notify the Advanced Services Engineer when
changes are made to Syslog, DNS, proxy and
gateway servers IP address(es)
o
Provide a Network topology map, configuration
information, and information of new features being
implemented as needed.
o
Notify Advanced Services Engineer of any major
Network changes (e.g., topology, configuration, new
IOS releases.).
o
In the event the Network composition is altered, after
the Services selected under this Service Description
have commenced, Customer is responsible to notify
Cisco in writing within ten days (10) of the change.
Cisco may require modifications to the fee if the
Network composition has increased beyond the
original pricing quote for Services.
o
Create and manage an internal email alias for
communication with Advanced Services Engineer.
o
Retain overall responsibility for any business process
impact and any process change implementations.
o
Designate a program manager to act as the single
point of contact to which all Cisco communications
may be addressed, having an appropriate level of
applications and Network experience. Such person
shall act as Customer’s host for onsite assessment
activity to coordinate facility access, conference
rooms, phone access and staff scheduling.
o
Ensure key engineering, networking and operational
personnel are available to participate in interview
sessions as required by Cisco in support of an
assessment. Review assessment report and
suggestions provided by Cisco.
o
Assessment data collection support.
o
Customer agrees to make its production, and if
applicable, test Network environment available for
installation of Data Collection Tools. Customer shall
ensure that Cisco has all relevant Product information
needed for an assessment.
o
Customer shall advise Cisco immediately of all adds,
moves and changes of the Product within Customer’s
Network.
o
Assemble all necessary Network availability data to
enable Cisco to calculate quarterly Network
availability. The type of data required to perform the
calculations includes the following:
•
•
•
•
•
•
•
•
•
•
Outage Start Time (date/time)
Service Restore Time (date/time)
Problem Description
Root Cause
Resolution
Number of end users impacted
Equipment Model
Component/Part
Planned maintenance activity/unplanned activity
Total end user/ports on Network
o
Provide the low-level design document describing
how Customer’s Network is or is planned to be built
and engineered to meet Customer’s specific set of
technical requirements and design goals. The low
level design must provide a sufficient level of detail to
be used as input to an implementation plan.
o
Ensure key detailed design stakeholders and
decision-makers are available to participate during the
course of the service.
o
Provide or extract additional information required in
the design effort (e.g., current and planned traffic
characteristics):
-
Any documentation of business requirements and
technical requirements for the new design.
Any information on current and planned traffic
characteristics
or
constraints.
Documented
information on all non-Cisco applications integrated
-
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-
-
through the Automation Software Tools including
interface specifications as required
Information on current releases running in the
Network and current configuration templates.
Information on Customer business and technical
requirements for new Software releases.
Information on planned changes, new technology
applications or major design changes (short term and
long term), and contact information and Customer
escalation process.
Information on Customer certification process and lab
testing process.
Information on Customer change control process.
Information on any service level agreements or
Network performance requirements.
Information on critical applications supported by the
Network.
Information on which applications are mission-critical
and their priority schemes.
Information on Customer’s plans for business
continuance, consolidation, and virtualization.
Information on expected Network growth and
application mix changes.
Information on any future advanced technology
implementations.
Information on architecture (which may include
remote sites and size of remote sites).
Information on Customer implementation plans and/or
deployment schedules.
Maintenance window information and any other
constraints.
o
Support data collection activities as needed to
facilitate a specific Cisco analysis.
o
Make remote console access available for Cisco staff
members
o
Provide an environment for installation and operation
of collection, monitoring and conversion tools if
required
o
Provide up to four (4) weeks’ notice of start of
workshop for data gathering
o
Have available one Operating System, either:
VMware ESX, RedHat Linux, Microsoft Server, SUSE
Linux
o
Review details of planned changes with Advanced
Services Engineer.
o
Advise Cisco of its standard operating procedures
related to its business practices, its internal
operational nomenclature and Network to allow Cisco
to effectively communicate and discuss changes with
Customer in the context of Customer’s business
environment.
o
Provide all necessary information to enable Cisco to
summarize the root causes of issues identified.
o
Provide reasonable electronic access (remote and
local) to Customer's Network to assist Cisco in
providing support.
o
Collaborate with Cisco to determine appropriate and
relevant topics
o
Provide a single point of contact to be used for all
required communication and coordination of
requested sessions
o
Ensure participation by Customer resources
o
Provide details in advance about the background and
skill sets of each Remote Knowledge Transfer
session audience
o
Provide facilities (such as: a room with projector,
whiteboard and guest internet access) for Knowledge
Transfer sessions.
o
Customer is solely responsible for the determination
and successful implementation of its Network, design,
business or other requirements.
o
This service shall be comprised of general technical
assistance and shall be performed under Customer’s
direction and management and such assistance may
not result in some or all of the tasks being completed.
Services are provided to the Customer in support of
initiatives and activities described herein and Cisco
shall not assume any cost or schedule liabilities.
o
Provide Customer on-boarding information as follows:
contact name, title, address, telephone number, email address of primary and secondary team lead ,
Email ids and name of the Authorized Viewers who
will need access to the "Portal".
o
Designate person(s) from within its technical support
organization to serve as a liaison to the Advanced
Services Engineer.
o
Provide its designated person(s) with instructions on
process and procedure to engage the Advanced
Services Engineer.
o
Install the Digital Rights Management (“DRM”)
software on as needed basis that allows to view the
DRM-protected content on the Portal.
o
Identify low risk and high-risk areas of the Network
based on their Network traffic.
o
Participate in training and/or feedback sessions with
Cisco team to enable Cisco to understand the needs
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of the Authorized Viewers for the Portal.
o
o
o
o
Notify Cisco of any technical support requests or
troubleshooting issues related to the Services by
sending an e-mail to Cisco team at
tklsupport@cisco.com
•
Provide necessary hardware, software and third party
tools in the environment as specified in the CNOAS
installation pre-requisite documentation.
•
Provide documented information on Customer's
existing CNOAS Infrastructure design including items
such as:
inventory of servers, network and
configuration data.
•
Provide documented information on all non-Cisco
applications integrated through the Automation
Software Tools including interface specifications as
required
•
•
•
•
•
•
•
o
Provide necessary hardware, software and third party
tools in the environment as specified in the TES
installation pre-requisite documentation.
•
o
Provide documented information on Customer's
existing TES Infrastructure design including items
such as: inventory of servers and configuration data.
•
o
Ensure key Customer personnel (such as: Cisco IAC
Admin, CNOAS Admin, TES Admin, Database
administrator, windows administrator, Unix/Linux
administrator, network architecture and engineering,
network operations staff, management tool lead) are
available to participate during the course of the
Service (to provide information, participate in the
required activities and to participate in review
sessions).
o
Provide necessary hardware, software and third party
tools in the environment as specified in the Cisco IAC
installation pre-requisite documentation.
o
Provide documented information on Customer's
existing Cisco IAC Infrastructure design including
items such as: inventory of servers, network and
configuration data.
•
o
design goals. The level of details must be sufficient to
be used as input to an implementation plan.
Ensure key detailed design stakeholders and
decision-makers are available to participate during the
course of the service.
Provide or extract additional information required in
the design effort (e.g., current and planned traffic
characteristics).
Information on Customer business and technical
requirements for new Software releases.
Review details of planned changes with Validation
and Test Engineer.
Information on Customer certification process and lab
testing process.
Information on Customer change control process.
Information on any service level agreements or
Network performance requirements.
Information on critical applications supported by the
Network.
Information on which applications are mission-critical
and their priority schemes.
Information on Customer’s plans for business
continuance, consolidation, and virtualization.
Information on expected Network growth and
application mix changes.
Information on any future advanced technology
implementations.
For Onsite Test Support, provide Cisco personnel with
access during Standard Business Hours to
appropriate Customer Lab facilities.
Assessment for Cloud Consumption Foundation
Service. In addition to the General Responsibilities,
the follow specific responsibilities apply:
o
o
o
o
o
o
o
Customer shall advise Cisco immediately of all adds,
moves and changes of the Cisco IAC solution within
Customer’s environment.
Additional Customer Responsibilities associated with
Validation-Test Cycle and Review
•
Provide the low level design document describing how
Customer Network needs to be built and engineered
to meet a specific set of technical requirements and
o
o
o
Review with Cisco the scheduling and
agenda, including for the onsite project
planning meeting.
Assign a single point of contact for the
assessment project.
Provide a list of all Customer stakeholders
participating in the project planning meeting:
project sponsor, director of applications or
equivalent,
director
of
networks
or
equivalent, Linux system administrator, and
network administrator.
Conduct inventory of known cloud services
and complete the cloud usage questionnaire.
Review with Cisco the inventory of known
cloud services.
Review with Cisco the network topology and
determine the appropriate router (router must
support NetFlow) for data collection.
Work with Cisco to identify unknown cloud
services.
Review and validate unauthorized Cloud
Service Providers
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o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
Provide the data for the financial analysis
(where Financial services are included in
Assessment
for
Cloud
Consumption
Foundation Service)
Review
with
Cisco
the
discovery
methodology and associated data collection
activities.
Install the server and the Data Collection
Tool instances.
Set up the required hardware or virtual
machine for the Data Collection Tool.
Set up VPN or equivalent that will allow
Cisco engineer to remotely access the data
collector server.
Configure the router(s) to send NetFlow
(v.5/or v.9) data to the Data Collection Tool.
Work with Cisco to verify that the data
collection is operational from end-to-end.
Respond to Cisco requests for system or
router changes within one (1) week of the
project planning meeting.
Work with Cisco to schedule and confirm list
of all attendees and stakeholders during final
presentation at the onsite meeting.
Review with Cisco the Cloud Consumption
Optimization Report.
Reconfigure routers to pre-project status.
Reclaim server or VM used for Data
Collection Tool
Designate a single point of contact to act as
the primary technical interface with the
designated Cisco engineer.
Provide documented Customer requirements
(business and technical) and high-level
network topology specifications.
Provide
documented
information
on
Customer's existing infrastructure design
including known cloud service providers,
security policies and operational processes.
Unless otherwise agreed to by the parties,
Customer shall respond within two (2)
Business Days of Cisco’s request for any
other documentation or information needed
to provide the Service.
Customer will create and manage an internal
email alias for communication with the Cisco
team.
Customer will provide the required access to
the network and required port connectivity for
appliances and tools; and, Customer will
provide the required IP addresses to connect
the devices and the necessary DNS/NIS,
Windows
domain/Active
directory
configuration details.
Customer acknowledges that completion of
Services is dependent upon Cisco’s use of
Data Collection Tool.
Customer will provide a Linux server or
virtual machine to run Data Collection Tool
for discovery of cloud services with following
HW/SW requirements:
§
§
§
§
§
CPU: 4-core Intel Xeon 3 GHz or
better
RAM: 8GB
Disk: 2TB (dependent on network
traffic)
OS: CentOS 6. 4 or higher version
Required access to cloud server:
Port 8080
o
o
Provide Cisco with a permission to utilize any
Cisco or third-party software on the Network
for the use of Data Collection Tool, network
inventory and performance data gathering.
o Customer is responsible to implement
system change requests (firewall, ACL
configuration, user-id creation, etc.) to
facilitate data gathering within one (1)
business day of the initial request.
o Customer agrees to make appropriate
computers available and agrees to allow
Cisco to install Data Collection Tool software
as needed.
o All information (such as but not limited to:
designs, topologies, requirements) provided
by Customer is assumed to be up-to-date
and valid for the Customer’s current
environment. Cisco Services are based upon
information provided to Cisco by Customer at
the time of the Services.
o Customer acknowledges that the completion
of Services is dependent upon Customer
meeting its responsibilities as indicated
herein.
o Identify Customer’s personnel and define
their roles in the participation of the Services.
Such personnel may include but is not
limited to: architecture design and planning
engineers, and network engineers.
o Ensure Customer’s personnel are available
to participate during the course of the
Services to provide information and to
participate
in
scheduled
information
gathering sessions, interviews, meetings and
conference calls.
o Support services provided by Cisco comprise
technical advice, assistance and guidance
only.
Security Assessment for Secure Cloud & DC
Network Devices. In addition to the General
Responsibilities, the follow specific responsibilities
apply:
o List of up to 350 devices to be included in
o assessment,
o Supply device configurations and versions, and,
o Supply relevant network topology diagrams.
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o
o
o
o
Data Center Security Posture Assessment (SPA).
In addition to the General Responsibilities, the follow
specific responsibilities apply:
•
Internal Security Posture Assessment
o Supply Cisco with a work location with
network connectivity to the internal network,
and,
o Supply list of internal IP ranges to include in
Assessment.
•
Perimeter Security Posture Assessment
o Supply list of externally accessible IP
addresses to be included in Assessment,
and,
o Support data collection activities as required
to support specific Cisco analyses.
Security Assessment for Secure Cloud & DC. In
addition to the General Responsibilities, the follow
specific responsibilities apply:
•
Provide access to the appropriate resources with
knowledge and authority to provide Cisco with the
following information:
•
Key business critical assets,
•
Assess specific threats to identified business
critical assets,
•
Physical and logical network topology
diagrams, including the location of the
devices included in assessment,
Network architecture description,
•
Security policies, standards and procedures,
•
Services that traverse the perimeter network,
•
Applications and services running over the
network (VoIP, video streaming, terminal
emulation, http, ftp, etc.),
•
High-level architecture of data center,
internal servers, user host connectivity and
Internet connectivity,
•
Network Management System architecture,
and,
•
Empirical data necessary to develop Cisco
Security Control Framework metrics.
Security Strategy Planning Support for Secure
Cloud & DC. In addition to the General
Responsibilities, the follow specific responsibilities
apply:
o Establish and inform Cisco of dates at least sixty
(60) days in advance of strategic planning
meetings.
o Provide technology roadmaps necessary to
support the planning sessions.
o Provide information on any current and planned
traffic characteristics or constraints.
Day 2 Custom Workflow Support Service for
Cisco IAC, OpenStack and ACI. In addition to the
General
Responsibilities,
the
follow
specific
responsibilities apply:
o
Designate at least one (1) but not more than
six (6) technical representatives to act as the
o
o
o
o
o
o
o
o
o
o
o
o
primary technical interface to the Cisco
Engineer
per
support
request.
Representatives
must
be
Customer's
employees in a centralized location.
Customer will designate as contacts senior
engineers, stakeholders, and decisionmakers to participate with the authority to
make any necessary changes to the Cisco
IAC workflow. One individual, who is a senior
member of management or technical staff,
will be designated as Customer’s primary
point
of
contact
to
manage
the
implementation of services under this
Service Description (e.g. assist with
prioritization
activities).
Provide
its
designated person(s) with instructions on
process and procedure to engage the Cisco
Engineer.
Ensure key Customer personnel (such as:
architecture design and planning, network
engineering, network operations staff) are
available to participate during the course of
the Service (to provide information and to
participate in review sessions).
Provide reasonable electronic access to
Customer's Environment to allow the Cisco
Engineer to provide support.
Provide Customer internal governance and
escalation process and contact information.
Provide
documented
information
on
Customer's existing Cisco IAC workflow.
Provide information about Customer device
and Cisco IAC workflow lab testing and
certification process(es).
Provide information about any service level
agreements or performance requirements.
Provide
information
about
critical
applications supported by the Cisco IAC
workflow.
Provide periodic information about changes
planned for the Cisco IAC Workflow
regarding new technology, applications, or
major design changes (short term and long
term).
Unless otherwise agreed to by the parties,
Customer shall respond within two (2)
Business Days of Cisco’s request for any
other documentation or information needed
to provide the Service.
Create and manage an internal email alias
for communication with Advances Services
Engineer & delivery team.
Utilize communication and collaboration
tool(s) provided by Cisco.
The following is required for Customer’s use
of Collaboration Tools:
i. Customer will provide the names and other
pertinent information (such as e-mail
account
information)
of
Customer
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o
o
o
o
o
resources who require authorization to
access;
ii. Customer will support the implementation
of software required to use the
Collaboration Tools in their environment;
iii. Customer will download Collaboration
Tools guest client(s), if applicable, if not
already in possession of the applicable
license; and
iv. Customer agrees to immediately return
Collaboration Tool(s) to Cisco, as
instructed by Cisco, upon the earlier of:
Completion of Services; or
Cisco’s request to Customer that the
Collaboration Tool(s) be returned to
Cisco.
If Customer uses non-Cisco provided
collaboration tools for hosting meetings,
managing
documentation,
instant
messaging,
desktop
sharing,
and
collaborative spaces, provide Cisco with
access.
o Customer will provide names of users who
will have authorization to access these
tools.
o Customer will support the implementation
of software required to use tools in their
environment.
Retain overall responsibility for any business
process impact and any process change
implementations.
Provide list of Cisco.com Customer
USERIDs to be entitled as required to enable
access by Customer to any Customeraccessible portal or online component
throughout service contract duration.
Data Collection Tools. Customer shall
ensure that such Cisco provided Data
Collection Tools or scripts are under lock and
key and with access restricted to those
Customer employee(s) or contractor(s) who
have a need to access the Data Collection
Tools and/or a need to know the contents of
the output of Data Collection Tools. In the
event Data Collection Tool provided by Cisco
is Software, Customer agrees to make
appropriate
computers
available
and
download Software as needed. Customer
shall remain responsible for any damage to
or loss or theft of the Data Collection Tools
while in Customer’s custody.
Initial Set-up (One Time). If Cisco provides
Data Collection Tools or scripts located at
Customer's site, an initial set-up is required
and the following must be performed:
o Customer should complete the Data
Collection Tools installation and system
configuration questionnaire(s) (i.e. IP
address, netmask, hostname, etc.) and
o
provide access to the tool to the Cisco
Engineer. Install the Data Collection
Tools hardware in a secure area with
controlled physical access
o Connect the Data Collection Tools
hardware to the Network
o Secure the Data Collection Tools behind
Customer’s corporate firewall Page
o Provide access to Data Collection Tools
for use by Cisco to install, troubleshoot,
and maintain; for remote access, SSH,
Telnet, and/or dial are options, but
virtual private network (VPN) access to
the Graphical User Interface (GUI) is
preferred and recommended
o When
applicable,
provide
Data
Collection Tools with HTTPS (SSL)
access
back to Cisco servers;
HTTP/FTP/PFTP may be used but
Cisco strongly recommends HTTPS
(SSL)
o When
applicable,
provide
Data
Collection Tools with SSH to support the
transfer of Data Collection Tools
patches, security patches, and Rules
Based Markup Language (RBML)
update packages; FTP may be used but
Cisco strongly recommends SSH
o Provide Data Collection Tools with
SNMP and Command Line Interface
(CLI) access to all Product(s) in the
Network
(necessary
to
facilitate
collection of inventory and configuration
information)
o Provide Data Collection Tools with the
Network Product list in seed file format
containing SNMP Read Only (RO)
community string and CLI (vty/enable or
TACACS user-id / password) for access
to all Product(s) in the Network
(necessary to create the Data Collection
Tools seed file)
o Provide Syslog server and upload
information
Data Collection Tools Management. In the
event Data Collection Tools are installed on
Customer’s Network to resolve an issue, the
following items must be performed on a
regular or as needed basis to support the
operation of Data Collection Tools in the
Network:
o Notify Cisco about changes made to the
Network
such
as
Product(s)
added/deleted and changes made to
Product credentials
o Fix access problems (Access Control
Lists, firewall, etc.) which may
periodically
occur
between
Data
Collection Tools and the Product(s) in
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the Network
When
applicable,
fix
data
communication problems which prevent
Data Collection Tools from uploading
data to Cisco or prevent the remote
maintenance of the Data Collection
Tools
o Notify the Cisco Engineer when changes
are made to Syslog, DNS, proxy and
gateway servers IP address(es).
Customer
acknowledges
that
Cisco’s
obligation is to only provide assistance to
Customer with respect to the Cisco IAC
custom workflow and that such assistance
may not result in some or all of the other
tasks such as change management, design
reviews, etc being worked on by the
Customer.
Customer should contact the Cisco TAC for
any kind of Cisco IAC solution support. Here
Cisco IAC product specific problem support
is provided by the Cisco TAC organization as
part of Software Application Service plus
Upgrade SASU service contract. SASU
service contract is separate from this service
contract. Cisco engineer would engage as
part of this service contract only in the
situation where it is clearly identified by
Cisco TAC engineer that problem is related
to custom workflow developed by Cisco.
It is understood by the Customer that once
Cisco TAC identifies issue related to custom
work, Cisco engineer would be engaged
within appropriate response time to start
assessing and understanding the problem to
resolve it. As Cisco IAC Day 2 reactive
support service is to resolve custom
workflow issues, it requires investigation
before assessing any resolution time.
Provide information about current Cisco IAC
Solution environment to Cisco Engineer
engaged to resolve the problem as soon as
possible. Information could include all
existing documentation for the implemented
solution such as customer requirement
document (CRD), high level design (HLD),
low level design (LLD), test plan, change
request documents, knowledge transfer
documents, etc. Ensure key Customer staff
is available for scheduled information
gathering sessions such as interviews or
data capture of the production environment.
Any delay in providing information requested
to Cisco, may lead to delay in resolving the
problem and Cisco is not responsible for
such delays.
Make available access to Customer Site,
remote or onsite as necessary for Cisco to
perform the Services.
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
Designate a backup contact when Customer
contact is unavailable. This person has the
authority to act on all aspects of the work
being performed in absence of the primary
contact.
Customer will be responsible for arranging
required support for Cisco team from third
party vendor; which may be in form of
Knowledge Transfer KT for system
functionality,
API/Commands/Scripts
for
requested support.
Work with Cisco to provide all required
information and coordinate with departments
as appropriate to resolve the problem. If
deployed workflow includes any third party
solution then Cisco may need access to such
third party solution for troubleshooting and/or
testing. If Customer cannot provide access to
such third party solution then troubleshooting
and/or testing of such workflow would be
responsibilities of Customer. This is a critical
step to resolve the problem.
It is expected that Customer or their
representative partners have not made any
changes to the Cisco IAC workflow that was
designed and developed by Cisco and
successfully put in production environment
when they call for Day 2 reactive support.
Otherwise, Customer shall be responsible for
extra costs relating to time for Cisco
personnel to assess and understand the
changes in the Cisco IAC workflow in
customer environment. Cisco shall not have
any liability for any costs, which may occur
due to project delays due to such
assessment.
Provide resource who can understand
English language as all services will be
provided in the English language unless
otherwise agreed to by Customer and Cisco.
Customer would provide the solution
Verification Test Plan to Cisco so Cisco can
use it to test the portion of it to verify
resolution of the problem.
Work with Cisco to test the resolution against
Verification Test Plan. It is understood that
such Validation Test Plan may not cover full
scale testing for all feature, functionality and
performance of the entire solution and it
would be Customer’s responsibility to test it
for appropriate production usage.
Assign and schedule resources to attend the
transfer of knowledge session.
It is understood that if Cisco Engineer
identifies that problem involves third party
software as part of AS delivered solution
then Cisco can assist the Customer in
communicating the problem to the third party
vendor and facilitating any required follow-up
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o
o
o
o
o
with the third party but it would be
Customer’s responsibility to coordinate such
activities between Cisco and 3rd party and
Customer shall have appropriate relationship
with the 3rd party to get the required support.
Cisco shall not have any liability for any
costs, which may occur due to 3rd party
delays to work on resolving such issue.
Customer shall provide, at no charge to
Cisco, reasonable access to the Cisco IAC
custom solution through a secure method
such as VPN or other tunneling encryption,
as determined by Cisco to be required in
accordance with Cisco’s remote access
procedures in order to establish a data
communication link between Customer and
Cisco, such that problems may be diagnosed
and corrected remotely. Customer also
agrees to make available to Cisco current
system passwords as necessary to provide
such remote diagnosis and support.
Customer is responsible for any Hardware
and Software required performing fault
isolation or to recreate the problem in the
Cisco’s lab environment.
Customer acknowledges that it is only
entitled to receive Services on Cisco IAC
Custom Workflow Day 2 Support for which it
has paid the applicable software license and
SASU support fee when purchasing Services
for such Cisco IAC Day 2 Support. Cisco
reserves the right, upon reasonable advance
notice, to perform an audit of Customer’s
Cisco IAC Solution Software and records to
validate such entitlement and to charge for
support
if
Cisco
determines
that
unauthorized support is being provided, as
well as interest at the highest rate permitted
by law, and applicable fees including, without
limitation, attorneys’ fees and audit fees.
Upon opening a case with Cisco TAC Team
related to Cisco IAC Product Support,
Customer is required to provide Cisco the
Service contract number for the SASU for
which Cisco is providing service and support.
In the event that Customer is unable to
provide valid and applicable Contract
number for the SASU and Cisco agrees to
provide Services then fees payable by
Customer shall be at Cisco’s then-current
time and materials or non-contract service
rates.
Upon opening a case with Cisco TAC Team
related to Cisco IAC Day 2 Support,
Customer is required to provide Cisco the
Service contract number for the SASU for
which Cisco is providing service and support.
Cisco will validate SASU contract and validity
of Cisco IAC Day 2 Support engagement. In
o
o
o
o
o
o
the event that Customer is unable to provide
valid and applicable Contract number for the
SASU or current Cisco IAC Day 2 Support
engagement and Cisco agrees to provide
Services then fees payable by Customer
shall be at Cisco’s then-current time and
materials or non-contract service rates.
Customer will provide appropriately
qualified staff to work with the Cisco’s
engineers for Cisco IAC Support.
Customer agrees to provide Cisco with
sufficient information to attempt to resolve
the issue. Customer shall provide such
information as a brief description of the issue
being reported, issue classification, date
upon which the issue was first encountered,
date the issue is being reported, manner in
which the issue was isolated and
reproduced, and, if available, provide the test
program that exhibits the issue.
Customer will provide an internal escalation
process to facilitate communication between
management levels in Cisco and Customer
as appropriate, including personnel contact
list.
Customer will provide Cisco feedback on any
Cisco IAC Custom Workflow workaround and
potential fixes, which may be incorporated
into the Cisco IAC Custom Workflow at
Cisco’s sole discretion.
Customer will provide Cisco access to
Customer developed software as needed to
resolve Cisco IAC Custom Workflow Cases
reported by Customer.
Upon mutual agreement of the parties,
Customer will facilitate access to Customer
software or affected Customer Products such
that problems may be diagnosed remotely
via the Internet or via modem access.
Customer may log, monitor, and update
Cases electronically via Cisco.com.
o
Unless otherwise agreed and stated herein
provision of test equipment is the
responsibility of the Customer
o
Customer is responsible for determination
and implementation of Customer’s network
design requirements and implementation of
any recommendations provided by Cisco.
Cisco recommendations are based upon
information provided to Cisco at the time of
the services. In no event shall Cisco be liable
for the accuracy or completeness of the
information
contained
in
the
Cisco
recommendations.
o
All Documentation Deliverables will be
provided in the English language. Any costs
incurred by Cisco as a result of translations
requested by Customer shall be Customer’s
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responsibility and managed through the
Change Management Procedures. In the
event of any conflict between this English
version and the translation(s), the English
version will prevail.
o
o
It is understood that Cisco reserves the right
to subcontract Services to a third party
organization to provide Services to
Customer.
For the options where travel is included in
the price of the contract, it is understood that
maximum twelve (12) trips related labor and
travel expenses are included. Customer will
reimburse Cisco for all labor and travel
expenses beyond twelve (12) trips at Cisco’s
then-current time and material rates when it
is
mutually agreed that Cisco on-site
technical resources are required for
resolution and Cisco dispatches the
necessary level of technical support to assist
Customer. Cisco reserves the right to charge
for travel time.
o
Customer is responsible for determination of
its requirements, and that Customer shall
retain overall responsibility for any business
process impact and any process change
implementations.
o
Customer acknowledges that completion of
Services is dependent upon Customer
meeting its responsibilities as identified in
this service contract.
o
All Services will be provided remotely from
Cisco to Customer locations, unless
otherwise agreed in writing by Cisco.
o
provided under a separate contract or
deliverables such as:
Supported Cisco Products and technologies
for this service contract are Cisco IAC
solutions only. Supported Products exclude
any other break-fix support for custom
solutions such as third party applications,
Cisco Network Operations Automation or
Application Workload Automation solutions
and any Products declared to be “End of
Support.
o
Cisco IAC product specific problem support
is provided by the Cisco TAC organization as
part of SASU service contract. Cisco
engineer would engage only in the situation
where it is clearly identified by Cisco TAC
that problem is related to the custom
workflow.
o
Any customization, upgrade, porting of the
Cisco IAC Workflow, or labor to install the
Cisco IAC Workflow. Such services may be
o
o
Support of any changes made by
Customer or designated partner to the
Cisco IAC Workflow put in production by
Cisco
o
Support of Cisco IAC Workflow
problems that are diagnosed by Cisco to
be Enhancement requests or changes
by Customer to the workflow for which
the Cisco IAC Workflow was developed.
Resolution of the problems is viewed by
Cisco as an Enhancement for which a
separate statement of work between the
parties is required.
o
Any Hardware or third party product that
Customer may need to acquire that is
related to this service contract
o
Support or replacement of Cisco IAC
workflow that are altered, modified,
mishandled, destroyed or damaged by
natural causes or damaged due to a
negligent or willful act or omission by
Customer other than as specified in the
applicable
Cisco-supplied
documentation.
o
Services to resolve Product or Cisco
IAC Workflow problems resulting from
third party products or causes beyond
Cisco’s control or Customer’s failure to
perform its responsibilities under this
service contract.
o
Any support, upgrade or maintenance
for Product other than Cisco IAC
Workflow as defined in this service
contract.
o
Services for non-Cisco development
tools or any non-Cisco software installed
in the Product.
o
Any Hardware upgrade required to run
new or updated Cisco IAC Workflow.
Customer acknowledges that it is only
entitled to receive support services against
the Support Option for which it has paid a
separate support fee. In the event additional
Cases or Custom Applications are supported
by Cisco beyond that which Customer has
ordered, Cisco reserves the right to charge
for support if Cisco determines that
unauthorized support is being provided.
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o
o
Customer acknowledges that it is not entitled
to support on Cisco products not covered
Support for Cisco products is covered under
separate service maintenance agreements.
o
Additional Support Options that are not
scoped as part of this service contract as
follows:
o
On-Site Emergency Support. As a result
of a critical situation, Customer may
request on-site emergency support as a
separate and distinct billable service,
the fee for which shall represent Cisco’s
then current pricing. On-site emergency
support is at the discretion of Cisco and
is subject to Cisco resource availability,
and the tasks performed will vary based
on the situation, environment, and
business impact of the problem.
o
Additional Feature Functionality. As a
result
of
a
changed
Customer
requirements, Customer may request
additional feature implementation as
part of providing such problem
resolution as a separate and distinct
billable service, the fee for which shall
represent Cisco’s then current pricing.
Implementation of such support is at the
discretion of Cisco and is subject to
Cisco resource availability, and the
tasks performed will vary based on the
situation, environment, and business
impact of the problem.
o
Training classes for Cisco to provide
Customer with foundational knowledge
of Cisco IAC Solution. Pricing for such
training shall be at the then current
published Cisco pricing separate from
this service contract.
Cloud Onboarding Automation Factory. In addition
to the General Responsibilities, the follow specific
responsibilities apply:
o
Execute the workload migrations via use of the
Cisco cloud onboarding automated migration as a
service tool.
o
Install (if required) converted workloads into the
target environment and troubleshooting any
installation and instantiation (getting started)
issues
o
Ensure provision of valid software licenses for
workload operation in the target environment
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Supplemental Glossary of Terms for Data Center
Optimization Services
•
"Authorized Viewer/s" means either (i) an employee of
Customer or (ii) an independent contractor of Customer
performing services for Customer's benefit who is authorized
by Customer to use the Services for "Internal Use Purposes".
•
"Content" means the content hosted on the Portal as part of
the services, including the Sidebar content. All Content shall be
considered Cisco Confidential Information.
•
"Internal Use Purposes" means use of the Services for the
sole purpose of permitting Authorized Viewers to view the
Content, provided that all such viewing is solely intended for
furthering the Customer's internal communications, training,
education or administrative objectives. Notwithstanding
anything to the contrary in this Service Description, "Internal
use Purposes" expressly excludes (i) the licensing, copying,
transferring, or distributing of any element of the Services; (ii)
displaying of any element of the Content to any person other
than Authorized Viewers, and Customers will not permit or
enable any other persons to view any element of the Content;
(iii) modifying, altering, abbreviating, or editing of any element
of the Services unless expressly permitted by Cisco or its
suppliers or licensors; (iv) the incorporation of any element of
the Services into any product or service of Customer or
creating a derivative work based upon the Services, and (v)
using any element of the Services in a any manner other than
as expressly authorized under this Service Description.
Acronyms
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ACE – Application Control Engine
ACNS- Application and Content Networking System
ADM – Anomaly Detector Module
ASA – Advanced Service Agreement
AXG – Application Exchange Gateway
CIAC – Cisco Intelligent Automation for Cloud
CNOAS – Cisco Network Operation Automation Service
CPO – Cisco Process Orchestrator
CRD – Customer Requirements Document
CSS – Content Service Switch
DB – DataBase
DC – Data Center
DCAF – Data Center Analytics Framework
DCDSA – Data Center Device Security Assessment
DMM – Data Mobility Manager
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DMZ – DeMilitarized Zone
DNS Domain Name Server
DR – Disaster Recovery
DRM – Digital Rights Management
DWDM – Dense Wave Division Multiplexing
EaaS – Energy as a service
eCDS – Enterprise Content Delivery System
EOS – Energy Optimization Service
EOS – Energy Optimization Service
FCIP – Fiber Channel over IP
FCoE – Fiber Channel over Ethernet
FICON – Fiber Connection
FWSM – Firewall Services Module
GSS – Global Site Selector
CSM – Content Switching Module
GUI – Graphical User Interface
IA – Intelligent Automation
IaaS – Infrastructure as a Service
IOA – I/O Accelerator
IPL Files Initial Program Load Files
ISR – Integrated Service Routers
LVM – Landscape Visualization Management
MDE – Media Delivery Engine
MDS – Multilayer Data Switch
MKS – Modular Knowledge Service
MSA – Master Services Agreement
OTV – Overlay Transport Virtualization
QBR – Quarterly Business Review
SAN – Storage Area Network
SCF – Security Control Framework
SLB – Server Load Balancing
SSLM - SSL Module
TCO – Total Cost of Ownership
TES – Tidal Enterprise scheduler Environment
UAT – User Acceptance Test
UCS – Unified Computing System
UNS – Unified Network Services
VEM – Virtual Ethernet Modules
VPC – Virtual Port Channel
VPN – Virtual Private Network
VSAN – Virtual Storage Area Network
vWAAS – Virtualized Wide Area Application Services
WAAS – Wide Area Application Services
WAE – Wide Area Application Engine
WAVE – Wide Area Virtualization Engine
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Appendix A
Service SKUs
The following list of service SKUs/Tags is provided for reference:
Data Center Optimization - General Support
Data Center Improvement Plan (DCN-OPT GS NIP)
Ongoing Design support (DCN-OPT GS ODS)
Ongoing Software support (DCN-OPT GS OSS)
Ongoing Service and Project Management Support (DCN-OPT GS OSPMS)
Quarterly Business Review (DCN-OPT GS QBR)
Proactive Software Recommendation Report (DCN-OPT GS PSRR)
Remote Knowledge Transfer Sessions (DCN-OPT GS KTM)
Scheduled Change Support (DCN-OPT GS SCS)
Test Plan Review (DCN-OPT GS TPR)
Validation and test cycle standard (DCN-OPT GS VT)
Data Center Strategy and Architecture Service
Data Center Virtualization Architecture Assessment (DCN-OPT E2E DCAVA)
Data Center Virtualization Design Review (DCN-OPT E2E VNDR)
Application Migration Planning Review (DCN-OPT E2E AMPR)
Architecture Value Analysis (DCN-OPT E2E AVA)
Architecture Acceleration Assessment (DCN-OPT E2E AAA)
IPv6 Architecture and Design Review (DCN-OPT E2E IADR)
IPv6 Device Assessment (DCN-OPT E2E IDR)
Security Assessment for Secure Cloud and & DC Network Devices (DCN-OPT E2E NDSA)
Security Strategy Planning Support for Secure Cloud and DC (DCN-OPT E2E SSP)
Security Assessment for Secure Cloud and DC (DCN-OPT E2E SDA)
Data Center Security Posture Assessment (DCN-OPT E2E SPA)
On Site Residency (DCN-OPT E2E RESIDENT)
Cloud Optimization
Cloud Technology Architecture Assessment (DCN-OPT CLOUD TAA)
Cloud Management Automation Assessment (DCN-OPT CLOUD MAA)
Desktop Virtualization Optimization
Desktop Virtualization Systems Assessment (DCN-OPT DV SA)
Desktop Virtualization Architecture Review (DCN-OPT DV AR)
Desktop Virtualization Operations Audit (DCN-OPT DV OA)
Ongoing Desktop Virtualization Design Support (DCN-OPT DV ODS)
Data Center Unified Computing Optimization
UCS Architecture Assessment (DCN-OPT UCS NA)
UCS Configuration and Performance Audit (DCN-OPT UCS CPA)
UCS Disaster Recovery Review (DCN-OPT UCS DRR)
UCS Leading Practices Audit (DCN-OPT UCS LPA)
Application Dependency Mapping (DCN-OPT UCS ADM)
Onsite Unified Computing Consulting Support (DCN-OPT UCS OES)
UCS Health Check (DCN-OPT UCS HC)
Nexus1000v Health Check (DCN-OPT UCS N-1000HC)
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UCS Operational Enhancement Assessment (DCN-OPT UCS OEA)
UCS System Integration Support (DCN-OPT UCS SIS)
UCS SAP HANNA Heath Check (DCN-OPT UCS NS)
UCS Application Workshop (DCN-OPT UCS NS)
Data Center Unified Networking (ACE, WAAS) Services Optimization
UNS Network Assessment (DCN-OPT ACE NA, DCN-OPT WAAS NA)
UNS Architecture Review (DCN-OPT ACE DDR, DCN-OPT WAAS DDR)
Application Security Assessment (DCN-OPT ACE ASA)
CSS/CSM/SSLM to ACE migration report (DCN-OPT ACE MR)
Ongoing WAAS Mobil support (DCN-OPT WAAS MDS)
ACNS to eCDS migration support ((DCN-OPT WAAS MR))
WAAS Configuration Audit (DCN-OPT WAAS CA)
WAAS Health Check (DCN-OPT WAAS HC)
Data Center Unified Fabric (Nexus) Optimization
Nexus Network Assessment (DCN-OPT DC3 NA)
Nexus Architecture Review (DCN-OPT DC3 DDR)
Nexus Advanced Feature Assessment (DCN-OPT DC3 AFA)
Nexus Fiber Channel over Ethernet (“FCoE”) Support (DCN-OPT DC3 FCOE)
Nexus security assessment (DCN-OPT DC3 SA)
Nexus Business Continuance Review (DCN-OPT DC3 BCR)
Nexus Advanced Feature Assessment (DCN-OPT-DC3 AFA)
Nexus Virtualization Design Review (DCN-OPT DC3 VDR)
Nexus Health Check (DCN-OPT DC3 HC)
Onsite Nexus Consulting Support (EMEAR and APAC) (DCN-OPT DC3 OES)
SAN Optimization Services
SAN Assessment (DCN-OPT SAN NA)
SAN Architecture Review (DCN-OPT SAN DDR)
Test Plan Review (DCN-OPT SAN TPR)
SAN Health Check (DCN-OPT SAN HC)
Storage Capacity & Impact Analysis (DCN-OPT SAN SCA)
Data Migration (DCN-OPT SAN DM)
FCoE Support (DCN-OPT SAN FCOE)
FICON Support (DCN-OPT SAN FICON)
SAN Management & Monitoring (DCN-OPT SAN SMM)
SAN Extension (FCIP, DWDM, IOA) (DCN-OPT SANEXT)
SAN Assessment Service for Brocade displacement (DCN-OPT SAN NABRCD)
Cisco Data Center Modular Knowledge Service (DCN-OPT E2E DCMKS, DCN-OPT CLOUD DCMKS, DCN-OPT DV DCMKS, DCNOPT ACE DCMKS, DCN-OPT WAAS DCMKS, DCN-OPT UCS DCMKS, DCN-OPT SAN DCMKS, DCN-OPT DC3 DCMKS)
Cisco Data Services for Operations Enablement
Operations Audit (DCN-OPT DCSOE ORMA)
Management Solution Architecture Review (DCN-OPT DCSOE DCMA)
Operations Support Planning (DCN-OPT DCSOE OSPS)
Instrumentation Audit (DCN-OPT DCSOE INSTR)
Data Center Resiliency Analysis (DCN-OPT DCSOE DCRA)
Management Software upgrade Support (Minor and Major) (DCN-OPT DCSOE MINSWUP, DCN-OPT DCSOE MAJSWUP)
Operational process or runbook update (DCN-OPT DCSOE SOPRB)
ITSM Residency (DCN-OPT DCSOE RESIDENT)
Cisco Data Center Intelligent Automation Services
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Upgrade Assessment and Support (DCN-OPT CIAS UA)
Site and Systems Administration Support (DCN-OPT CIAS SAA)Ongoing Support (DCN-OPT CIAS OES)
Cisco Intelligent Automation for Cloud
Upgrade Assessment and Support (DCN-OPT CIAC UA)
Site and Systems Administration Support (DCN-OPT CIAC SAA)
Day 2 Custom Workflow Support (DCN-OPT D2RCSS CIAC)
Ongoing Support (DCN-OPT CIAC OES)
Cisco Network Operations Automation Services
Workshop (DCN-OPT CNOAS WS)
Upgrade Assessment and Support (DCN-OPT CNOAS UA)
Site and Systems Administration Support (DCN-OPT CNOAS SAA)
Ongoing Support (DCN-OPT CNOAS OES)
Custom Design Day 2 Reactive Support (DCN-OPT CNOAS CDRS)
Prepare & Present QBR (DCN-OPT CNOAS QBR)
Cisco Workload Automation Services
Assessment (DCN-OPT AWAS AA)
Upgrade Assessment and Support (DCN-OPT AWAS UA)
Site and Systems Administration Support (DCN-OPT AWAS SAA)
Ongoing Support (DCN-OPT AWAS OES)
Custom Design Day 2 Reactive Support (DCN-OPT AWAS CDRS)
Connected Grid Energy Optimization Service (“EOS”)
Discovery and Information Gathering (DCN-OPT CGEOS NA DIG)
Energy Management Assessment (DCN-OPT CGEOS NA EMA)
Energy Management Support and Knowledge Transfer (DCN-OPT CGEOS NA EMSKT)
Data Virtualization Optimization
Data Virtualization Architecture Review (DCN-OPT DVS DDR)
Data Virtualization Site and Systems Administration Support (DCN-OPT DVS SAA)
Data Center Virtualization Health Check (DCN-OPT DVS HC)
Upgrade Assessment/Support (DCN-OPT DVS UA)
Onsite Residency (DCN-OPT DVS RESIDENT)
Cloud Onboarding Automation Factory
Ongoing Service and Project Management (DC-OPT COB PM)
Knowledge Transfer (DC-OPT COB KTM)
Usage of Automated Workload Migration Toolset (DC-OPT COB AWM)
Ongoing Tool Support (DC-OPT COB OES)
Migration Support (DC-OPT COB MGS)
Systems Integration Support (DC-OPT COB SIS
OpenStack Optimization Services
Day 2 Custom Workflow Support (DCN-OPT D2RCSS OS)
Application Centric Infrastructure (ACI) Optimization Services
Custom Workflow Support (DCN-OPT D2RCSS AII)
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SAP HANA Optimization
SAP HANA Optimization (DCN-OPT SAP HANA)
Data Center HyperFlex Services
Cisco Hyperflex Architecture Assessment (DCN-OPT HPF AA )
Cisco Hyperflex Configuration and Performance Audit (DCN-OPT HPF CPA )
Cisco Hyperflex Leading Practices Audit (DCN-OPT HPF LPA )
Onsite Cisco Hyperflex Consultant Support (DCN-OPT HPF OES )
Cisco Hyperflex Health Check (DCN-OPT HPF HC )
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